Program Manager, Amazon Flex

At Amazon we are building an excellent last mile operation 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 are their own bosses - they can build their own schedules 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, 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.
In this role, you will be a part of a program team working on delivering last mile capacities as a program manager

Key job responsibilities
- Define, design, launch and manage new transportation related programs in India, within Amazon Flex & I. H. S - primarily hyperlocal, and on-demand business lines
- Gather requirements and conceptualize a product and program solutions to solve business problems, sustainably.
- Work with key stakeholders across various functions to define, launch and drive programs
- Will work as the bridge between operations and support teams like finance, global business operations teams, product teams, field operations
- Be the gate keeper of driver experience for the business lines, and balance this by co-owning cost and business goals
- Will positively impact the operating cost through technology and process interventions
- Will rely on influence (over authority) to align multiple WW and IN stake holders, to drive complex, medium to large projects. S/he will 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.
- 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.

A day in the life
The key daily activities include
1. Track key performance metrics (Capacity metrics- Fill Rates, Working DPs, Cost Metrics- Cost/Hour, Cost/Shipment, Driver Experience metrics- UTR/WT/ Routing adherence, Working DP count) at site level
2. Gemba visits to understand root-cause analysis through 5-Whys
3. Work with stakeholders (LM Operations on SOP adherence and providing right driver experience, Flex program stakeholders on creating a pool of DPs, programmatic interventions on pricing, driver experience) while owing the E2E execution; Being the program manager on ground zero inputs for successful execution
4. Influence without authority various stakeholders- From Delivery Partners to LM leaders - 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL