At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space. We are doing this by building a world class last mile operation, significantly complimented by Amazon Delivery Service Partner Program (DSP). Amazon DSP connects aspiring entrepreneurs with opportunities, resources, and coaching to help them build and scale their own logistics businesses.

We are seeking a leader to be responsible for ensuring that our Delivery Service Partners across more than a dozen countries receive the best possible experience. You will do this by setting up scalable product and program initiatives that listen to feedback, deeply understand DSP pain points, and develop quantitative ways to measure their experience, reduce workload and improve efficiency . You will drive analyses to understand which areas are most critical to overall satisfaction, and develop new solutions to make step changes in the DSPs efficiency. To enable these solutions, you will work with our legal and public policy partners, with tech teams across Amazon, and with the country business teams. You will motivate great people to move fast toward your north star vision, while remaining nimble and showing great bias for action in a quickly evolving last mile delivery channel.


Key job responsibilities
- Develop and deliver on a coherent strategy, including design, user requirements, market assessments, scalable delivery plan, adoption strategy and expansion to the EU, APAC & AMET market
- Create innovative solutions using data and research to address wider challenges in our organization
- Take a big-picture approach in your analysis of business operations, driving improvements across a range of teams and organizations
- Work alongside senior leadership to establish and prioritize improvement programs, seeing them through from start to finish
- Develop scalable methods to listen and collect feedback from DSPs
- Analyze feedback, sentiment, and core business metrics and create attribution models to determine the most critical focus areas
- Creating net new metrics, inputs and KPIs for success
- Serve as owner for DSP Efficiency & Success, partnering with local teams on experience, workload and efficiency analyses and execution.
- Closely partner with Last Mile Product and Tech teams on their ongoing software development and delivery roadmaps, balancing productivity and long-view planning with agility and responsiveness to customers
- Implementing processes across Last Mile Product and Tech, Amazon Logistics, and other partner business teams to improve detection and prevention of bad experiences


A day in the life
As a Senior Program Manager, you’ll drive and manage the implementation of creative, data-driven change in Amazon, leading improvement projects and programs. You’ll use strategic thinking to define and implement an efficient project plan.

Senior Program Managers have significant responsibilities, and you’ll deal with complex challenges with creativity, innovation, and leadership. With a responsibility extending beyond process improvements, you could also contribute to improving other areas of the business, like diversity, equity, and inclusion.


About the team
The EU DSP Efficiency Support Team (EST) works backwards from our partners to identify inefficiencies and cost reduction opportunities with the target to increase DSPs profitability while reducing complexity and/or increasing efficient DSP operation. Program excellence and its efficiency is a shared endeavor. Our team will foster collaboration, communication, and mutual investment with product owners, DSPs, vendors, and all other Amazon teams to deliver the shared objective of continuous program improvement. We follow the mental model to reduce the complexity for DSPs that work with Amazon and support them to increase their efficiency.