Senior Product Manager, Flex DP Experience

The Worldwide Flex DP Experience team is looking for a dynamic and experienced Sr. Product Manager to join us and help improve the DP experience. The successful Product Manager must be able to work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical abilities, strong experience in developing product vision, process improvement, stakeholder relationship building skills, and stellar project management capabilities. To be successful, you must also have good communication skills, both written and verbal, as you will own communicating program progress very crisply in various business reviews.

This Sr. Product Manager will lead the scope and help us answer questions, like: how do you improve the experience of hundreds of thousands of DPs through product, and program interventions? What innovations in process and product will expedite solution of key app issues impacting thousands of DPs and help them provide a seamless delivery experience? How can we substantiate those pain-points through in-depth deep dives and secure leadership alignment across tech and business? If these types of questions sound interesting, we want to hear from you.

This role require formulating plans and roadmaps for improving app/tech experience of DPs focussed on expediting bug identification and resolution and close-looping, driven through in-depth analysis and due diligence considering legal, product, program, public relation, and communication point of view. This role would also be required to build teams in India, including but not limited to setting up governance structure, define SOPs, building enabling tech capabilities and engage in hiring for setting up end to end tech triaging operations.
Stakeholder management is a substantial element of the role and daily bandwidth. This role will manage large, complex initiatives, deal with ambiguity, balance speed with quality, and advocate on behalf of the customer to provide high-performance solutions.

Key job responsibilities
* Define worldwide Amazon Flex DP experience roadmap and execution plan for ensuring we are able to drive improvements in expediting app bug identification and resolution that directly impacts DP experience

* Leveraging various deep dives, prioritise actions to improve app experience for DPs by building strategies for fast identification and resolution of tech bugs. You will be responsible for structuring the findings into a business case that supports the project plan, justify investment needs and defines the next steps.
* Lead and deliver innovative product/operational initiatives to drive step changes in improving our ability to analyze tech issues faster and in a more comprehensive manner, including but not limited to driving reporting channel improvements, blast radius identification, building bug validation and reproduction capabilities and close-looping with DPs.
* Directly influence and collaborate with WW product and technology teams
* Influence setting up triage and analysis teams, leveraging sources like public social media, iOS app store reviews, in-app feedback, SDS contacts etc for building cases with comprehensive analysis for nimble bug identification and resolution
* Own the operational performance and all metrics/KPIs for tech triage and app experience initiatives
* You will be required to have clear, precise, and regular communication with all stakeholders. This includes ongoing project/program status reports as well as capturing requirements.
* You will monitor project execution and ensure that the project delivery is to the appropriate levels of quality and in line with its target date, ensuring the overall integrity within the program

About the team
As a part of Amazon Flex, Voice of Driver - Listening channel team, we are in a mission to relentlessly identify the pain-points of the drivers (World-Wide) across their life cycle by being eyes and ears throughout different in-take channels. These pain-points are identified, analyzed and insights are shared with product and other partner teams to drive systemic improvement in order to improve overall DP experience. In addition to that the team is also responsible for identification of egregious contacts in various listening channels , especially in unconventional channels like social media, and establish scalable mechanism to address and resolve such escalations.

- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience owning technology products
- Masters degree or equivalent
- 7+ years of product or program management, product marketing, business development or technology experience