Sr. Program Manager, Am-Flex

At Amazon we are building a world-class last mile delivery network in India, significantly complimented by Amazon Flex. Amazon Flex works directly with independent contractors (IC) - called delivery partners (DP) - to make deliveries to our customers. With Amazon Flex, partners act as their own boss. They can build their own schedule and choose from different types of opportunities (scheduled-ahead blocks, instant offers), all while making great earnings. Amazon Flex is powered by a mobile app, which can be downloaded from web, and that works in concert with our advanced systems, allowing partners to sign in, grab an offer for a time, check out a map of the location, and more. We launched Amazon Flex in 2019, and redefined the way India works through a first of its kind E2E Technology platform in India for a pure gig economy workplace. IN Am-Flex already harbors thousands of DPs across 67 cities for A. in, Prime Now, and Amazon Food, and is set for an exploding growth path in the coming years.
In this role, you will lead the pricing, compliance and fraud management charters for Amazon Flex in India.

As a Sr. Program Manager, you will
- Own the Delivery Partner (DP) Experience for Amazon Flex with alignment from WW teams, Field operation, Legal, ER teams and global leadership. Design and execute tactical and strategic programmatic interventions, to ensure best in class DP experience and stickiness to the program
- Own the overall DP satisfaction scores and resolution of recurring voices. Partner with ER team and Stations to conduct listening mechanisms, identify key defects and design programs to mitigate these.
- Own the implementation of Flex SOPs on ground, out on road challenges, Safety programs and support DPs in Insurance related claims, other support areas, with help from WW teams.
- Work closely with WW DP Experience team to launch parity programs for IN, and represent India in WW forums
- Gather requirements and conceptualize a product and program solutions to solve business problems, sustainably.
- Own the engagement with WW Flex tech team and LM Product team to create the tech road map for IN Flex. Benchmark existing tools across other geos, identify parity gaps and new tech requirements for business growth. Own OP1 and OP2 processes with tech, along with BRD, UAT and launch for all new products.
- Will rely on influence (over authority) to align multiple WW and IN stake holders, to drive complex, medium to large projects. Build the right scale mechanisms in a highly ambiguous environment, balancing between quality and pace of execution, with right framework to protect large business goals.
- Own all PMO responsibilities for the team, including MBRs, QBRs and WW forums.
- Interact with senior IN and WW leaders, in discussions and through well written narratives
- Launch and expand the program as per Amazon s requirements while being responsible for all customer satisfaction, performance, compliance, accounting and financial related metrics. - 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements