At Amazon, we're looking for a Sr. Program Manager for Amazon Flex. Amazon Flex works directly with independent contractors - called delivery partners - to make deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to on-board, schedule delivery times, guide them through their deliveries with in-app mapping and navigation, and more.Responsibilities:- Manage Service Level Standards (SLS) for one of the programs we support.- Maintain program quality and deliver exceptional customer experiences.- Help build reporting mechanisms, identify opportunities, establish mitigation processes, respond to executive escalations, and work with cross-functional partners to communicate issues and progress.- Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations.- Development of the overall SLS signal and exemption program strategy that will improve program evaluation.- Tactically drive initiatives forward in partnership with teams in and outside of your organization to deliver (e.g., Flex Business Operations, Last Mile Tech, Flex Business and Analytics).- Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics.- Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions.- Partner with teams across the business you support and beyond to source, allocate, and coordinate resources.- Partner with customers, internal/external teams, and engineering teams to determine what projects move forward and in what priority order.- Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from third-party solutions, security not considered, insufficient stakeholder review, etc.).- Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).- Work with program managers, business leaders and executive team to communicate and impact critical business initiatives.- Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects.- Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers.- Create, communicate, and manage budget for projects- Lead a team of Program Managers to achieve team goals.Key job responsibilitiesThis role requires high level judgement to build and drive the SLS signal and exemption work forward. This is a critical space as SLS signals and exemptions are a part of the evaluation of Flex DPs. Some of the key responsibilities in this role;* Responsible for the goal to reduce unknown fault attribution.* Responsible for the goal to improve timeliness of exemption execution (manual and automated).* Work closely with the Driver Evaluation Motivation and Support (DEMS) Tech Program Managers (TPMs) to improve attribution for Delivery Completion Rate (DCR) and Late Delivery defects.* Outline prioritization of new signal ingestion and work closely with the DEMS tech, Flex Business Analytics and Driver Science team. There are currently 15+ new signals identified for ingestion to improve Science models and/or DP evaluation.* Identify the strategy for Community Program delivery Signals, including defect and exemption logic definition.* Ad hoc support for signals and exemptions.We are open to hiring candidates to work out of one of the f