Description

　　When you attract people who have the DNA of pioneers and the DNA of explorers, you build a company of like-minded people who want to invent. And that’s what they think about when they get up in the morning: how are we going to work backwards from customers and build a great service or a great product” – Jeff Bezos

　　Amazon.com’s success is built on a foundation of customer obsession. Have you ever thought about what it takes to successfully deliver millions of packages to Amazon customers seamlessly every day like a clock work? In order to make that happen, behind those millions of packages, billions of decision gets made by machines and humans. What is the accuracy of customer provided address? Do we know exact location of the address on Map? Is there a safe place? Can we make unattended delivery? Would signature be required? If the address is commercial property? Do we know open business hours of the address? What if customer is not home? Is there an alternate delivery address? Does customer have any special preference? What are other addresses that also have packages to be delivered on the same day? Are we optimizing delivery associate’s route? Does delivery associate know locality well enough? Is there an access code to get inside building? And the list simply goes on. At the core of all of it lies quality of underlying data that can help make those decisions in time. The person in this role will be a strong influencer who will ensure goal alignment with Technology, Operations, and Finance teams. This role will serve as the face of the organization to global stakeholders. This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to be able to work and thrive in a fast-paced, high-growth global organization. Excellent communication skills and executive presence to get in front of VPs and SVPs across Amazon will be imperative.

　　Key Strategic Objectives: Amazon is seeking an experienced leader to own the vision for quality improvement through global driver support and Geo Spatial programs. As the Sr. Manager of Amazon last mile quality team, you will lead a team of Program managers, subject matter experts and analysts and operations associates, and will drive global geo spatial and driver lifecycle support programs. As a key member of the LMAQ org, you will continually raise the bar on both quality and performance. You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives. You will partner closely with product, technology and sciences teams to define and build innovative and delightful experiences for customers. You must be highly analytical, able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps that drive product development at Amazon speed. You will set the tempo for defect reduction through continuous improvement and drive accountability across multiple business units in order to deliver large scale high visibility/ high impact projects. You will lead by example to be just as passionate about operational performance and predictability as you will be about all other aspects of customer experience.

　　You will lead and scale a large organization consisting of program managers, ops managers, analysts and transportation associates.

　　The successful candidate will be able to:

　　Effectively manage customer expectations and resolve conflicts that balance client and company needs.

　　Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities.

　　Drive team to manage large programs, dependencies and bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints.

　　Develop process to effectively maintain and disseminate project information to stakeholders.

　　Be successful in a delivery focused environment and determining the right processes to make the team successful.

　　This opportunity requires excellent technical, problem solving, and communication skills. The candidate is not just a policy maker/spokesperson but drives to get things done.

　　Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment.

　　Build and manage a very strong team of program managers and analysts who use data and metrics to drive decision-making and innovate on behalf of the customer.

　　Partner with key stakeholders to develop the vision and strategy for customer experience on our platforms. Influence product roadmaps based on this strategy along with your teams.

　　This leader will lead the organization through change, evolution, and sustained growth. The right leader will evolve and scale the organization along with the business.

　　With the business growing rapidly, this leader will not have the luxury of having a tunnel-vision for any one area; rather, this individual will need to exhibit excellent judgment on how to prioritize between competing priorities.

　　Support the scalable growth of the company by developing and enabling the success of the Operations leadership team.

　　Serve as a role model for Amazon Leadership Principles inside and outside the organization

　　Actively seek to implement and distribute best practices across the operation

　　Key job responsibilities

　　Build, manage and scale a large team of program managers and operations managers

　　Collaborate with product, tech and sciences teams within the Last Mile Technology to drive global programs and build products to serve our drivers and customers

　　Strong people management skills

　　Strong program management skills

　　Experience of working in an engineering organization working closely the tech and product teams

　　We are open to hiring candidates to work out of one of the following locations:

　　Bengaluru, KA, IND | Hyderabad, TS, IND

　　Basic Qualifications

　　7+ years of team management experience

　　Experience defining program requirements and using data and metrics to determine improvements

　　Experience delivering cross functional projects

　　Experience in program or project management

　　Experience using data and metrics to drive improvements

　　Experience managing teams

　　Preferred Qualifications

　　Experience implementing repeatable processes and driving automation or standardization

　　10+ years of program or project management experience

　　Experience leading financial technology automation and process improvement initiatives with tech and non-tech teams

　　Experience managing, analyzing and communicating results to senior leadership