Programme Manager - Flex, Amazon Flex

Amazon Flex is looking for a Programme Manager to own delivery quality, delivery partner experience and cost to serve across the UK network. You will design new programmes, launch them nationally, and work with our technology teams to put those improvements into the hands of delivery partners.

At Amazon we strive to be Earth's most customer centric company, where people can come to find and discover anything they might want to buy online. Amazon Flex works directly with independent contractors, called delivery partners, to make deliveries to our customers. With Amazon Flex, individuals can be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile application that works together with our advanced logistics systems, allowing delivery partners to onboard, choose their delivery blocks, and navigate their deliveries with mapping and guidance built into the application. The approach and the technology challenge traditional models and are changing the way the industry operates.

Amazon Flex continues to build a fast paced and lean team to launch and expand new initiatives across our network, improving speed and the experience of both customers and delivery partners, while reducing cost to serve. We are now looking for an experienced, analytical, hands on and customer obsessed Programme Manager to join Amazon Flex Operational Excellence in the UK.

You will be responsible for driving new projects and process improvements that improve the customer experience, the delivery partner experience, and cost across our logistics networks. You will own the metrics, find the root cause when they move in the wrong direction, build the fix with the teams that own the process, and prove it works before you scale it across the country.

Key job responsibilities
- Own the key business metrics for delivery quality, delivery partner experience and cost to serve across the UK network, and report performance to senior leaders.
- Identify the biggest causes of defects in the network, size the opportunity with data, and design new programmes and mechanisms to close the gap.
- Launch those programmes across the UK, from pilot design through to full rollout, then hand over to a steady state owner with the reporting needed to hold the gain.
- Drive alignment across operations, product, technology, capacity planning and finance so that joint goals and roadmaps move the same metrics.
- Work with technology partners to define requirements, test and deploy new application features in the UK, and measure adoption and impact after launch.
- Define the multi year roadmap for product and process improvements, and write the documents that secure the decisions and funding to deliver it.
- Own the programmes that unlock faster delivery speeds for customers, including the process and system changes needed to support them.


A day in the life
No two days look the same! You will open your dashboard, see how the UK network performed yesterday on quality, delivery partner experience and cost. When something moves in the wrong direction, your job is to find the root cause and agree the fix with the team that owns it.

You might spend the morning designing a pilot, the afternoon taking a partner through the feature you need and the last hour writing a document that asks senior leaders for a decision. You will also spend time close to the operation and will understand how operation runs.

About the team
Operational Excellence sits in the middle of Amazon Flex in the UK. We find what is not working in the network, prove the fix with data, and scale it. Our customers are the people receiving the parcel and the delivery partners using our application. You will work day to day with operations, tech, product, finance and capacity teams. If you enjoy ambiguity, and you like the idea of seeing something you designed go live, you will enjoy it here.

Basic Qualifications

- Experience defining program requirements and using data and metrics to determine improvements
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in complex problem solving, and working in a tight schedule environment
- Experience in driving end to end delivery, and communicating results to senior leadership
- Speak, write, and read fluently in English

Preferred Qualifications

- Master's degree or above in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- Experience of Six Sigma/ Lean analytical techniques

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