Description

As the Sr. Program Manager for Insights on the Transportation Partner Experience team, you will play a critical role in building a new program from the ground up that aggregates feedback and generates meaningful insights across the Last Mile Delivery network. You will serve as the megaphone for proactive customer feedback, driving critical investments to improve the program on behalf of our transportation partners. Through this new program, you will identify both fast action improvements as well as identify sentiment trends and insights for some of our bigger long-term investments. In this high-visibility position, you will work cross-functionally with stakeholders across business, technology, product teams and others to design and execute a scalable, standardized program that can be scaled across geographies. In addition to centralizing key themes, you will support key partners in onboarding to our self-service Insights solution. You will partner closely with product and marketing leads to create standard and customer dashboards, which will allow our business partners to research deeper in their focus areas. You will be responsible for access, auditing, and program planning for this solution. Your work here will streamline research time for your peers, and will influence future investments in the tool. Your strategic vision and data-driven approach will be key in translating complex data into clear insights and recommendations that inform key business decisions and, ultimately, drive continuous improvements. This is an exciting opportunity to build something new and have a direct, measurable impact on a critical part of Amazon's logistics operations. If you thrive in ambiguous, fast-paced environments and want to reinvent how insights shape the future of transportation partner network, this role may be for you!

Key job responsibilities

• Develop the strategy and a clear, simple reporting mechanism for the DSP Insights program, working closely with Director- and VP-level stakeholders to understand their data and reporting needs

• Implement processes to pull, consolidate, and analyze data from multiple channels and sources related to the partner network

• Partner with the DSP experience team to share insights, and leverage their work to report on actions taken based on these insights

• Streamline the number of feedback channels programmatically and work with the Product and Tech teams to automate the core channels across Amazon Delivers

• Build custom and standard dashboard to support key stakeholders in their research gathering

• Develop access and audit mechanisms to drive adoption and accountability with business stakeholders

• Partner with product to inform a standard sentiment model to normalize reporting across channels

• Identify key trends, themes, and opportunities from the data, translating insights into clear narratives and recommendations

• Accelerate actionable progress driven by insights through creating and/or optimizing cross-org structures and mechanisms

• Effectively manage cross-functional projects and stakeholders, aligning teams on program goals and driving execution

About the team

The Transportation Partner Experience is program, product, live events, video production, community management and everything else you would need to drive engagement and solicit insights. Our vision is to be the go-to destination for transportation partners and Amazon to achieve individual and program goals together, that neither could accomplish on their own. To achieve this, we will build and maintain a scalable suite of community solutions that enable overall program improvements for Amazon’s transportation partners and encourage individual business success by connecting members to expert resources, engagement opportunities, and inclusive forums.

Basic Qualifications

• 8+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Experience in complex problem solving, and working in a tight schedule environment

• Excellent communication and stakeholder management abilities, with experience bringing together diverse teams to achieve shared objectives

Preferred Qualifications

• 2+ years of driving process improvements experience

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.