DESCRIPTION
The Senior Program Manager of Field Funnel Ops (FFO), ORS is an omni-purpose role that is cross-functionally strategic, analytical, and innovative. The scope of impact spans US and Canada, directly supporting Delivery Service Partners (DSPs). This role requires a tenacious individual with the ability to influence functional stakeholders from within Operations. The program manager oversees the mid term execution, strategy and vision of the FFO, driving both operational and programmatic excellence.
The incumbent of this role thrives at working in ambiguous environments, managing DSPs that span across 15+ stations. The incumbent understands performance management tactics and techniques, and has a passion for developing their team.
This successful individual has a proven work ethic to lead a team, deliver desired results, outstanding communication skills, and drives towards simple, scalable solutions to solve challenging and complex problems. The regional manager manages unique and complex deliverables, and tactically quick-turn projects while demonstrating exceptional business judgement while constantly innovating and improving business operational deliverables, suggesting new ideas, and best practices to iterate, and improve the business with a frugal and think big approach. This role is responsible for diving deep into processes, understanding current capabilities and limitations, and making critical judgement decisions about how to handle stakeholder requests. They think long-term and are willing to sacrifice short-term gains for the bigger picture.
Key job responsibilities
- Work cross-functionally and across geographies with stakeholders at all levels to support tools, programs, and initiatives
- Have a rigorous approach to problem solving and analytics, as well as produce, interpret, and draw conclusions from data.
- Use project management tools and skills to manage medium to large scale content development and training projects.
- Enhance and foster innovation with measurable attributes to monitor success amidst each project and deliverable within ORS Field Funnel Operations.
- Own the deployment of critical programs supporting DSP driver capacity and candidate onboarding
- Deliver DSP launch programs across all stations within an AMZL, AMXL, and RSR region
- Work backwards from the customer to develop, deploy, and scale programs to support DSP owners, and field leaders to build driver pools, and deliver a best in class onboarding experience
- Support DSPs at new station launches, DSP’s at existing sites, and peak volume ramps
- Collaborate with field leadership, DSP owners, capacity planning and business coaches to make data driven strategy decisions
- Build the year-round strategy, launch strategy, and peak hiring plans for stations and DSPs in the region
- Execute strategy to deliver driver counts needed to meet year-round capacity needs
- Provide an onboarding experience matching DSP and station needs, reducing the dwell time of candidates, and improving the conversion of candidates through the onboarding lifecycle
- Develop business understanding of key stations, and geographic variation to support overall strategy
- Move between strategy and execution on a daily basis, iterating and innovating the acquisition and experience for Delivery Associates, improving the onboarding experience for new drivers and DSP owners
- Conduct weekly data analysis to support senior leaders in the region to identify forward looking capacity risks
- Identify gaps in driver capacity at a station level and work with stakeholders to address proactively
- Provide support for all launching DSPs, coordination of hiring needs for DSPs
- Work with community, and affinity partnerships in region to develop unique and innovative solutions for hard-to-hire markets, establish contingency plans to address and prevent gaps in key markets
*Travel expectations for this role are dependent on business needs, and could be up to 50% of the time during High Volume Events .
A day in the life
Our team exists to meet the needs of our customers by ensuring DSPs have the DA resources available to meet the capacity needs of the Amazon NA Network. We tirelessly work to bring the required candidates to at-risk DSPs, to ensure customer promise fulfillment. We help to solve the DSP network gaps by providing solutions to solve towards the Okami route targets. We will prioritize long term solutions that scale but we will create interim fixes and quickly pivot to data, resources, and teams that create scalable solutions for the entire network. We will empower OTR & BCs to understand hiring gaps and provide data/tools to have meaningful conversation with DSPs.
About the team
The Field Funnel Operation (FFO) Pillar's Mission is to provide Onboarding Operational Excellence for Amazon Delivery Service Partners (DSPs). This will be accomplished through the implementation of standardization and centralization of processes and mechanisms that will provide increased efficiency and efficacy in support for DSP staffing needs.
FFO’s Vision is to become the trusted staffing partners of DSPs, providing the preferred onboarding source for DSPs Delivery Associates (DA)s.
BASIC QUALIFICATIONS
- 5+ 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
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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, 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.