Sr. PM - Driver Experience, Flex AU

At Amazon, we’re building a world class last mile operation, significantly complimented by Amazon Flex. Amazon Flex crowdsources independent contractors – called Delivery Partners (DPs) – to coordinate deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. 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.

The Flex Australia team is looking for a dynamic and experienced Sr. Program Manager to help improve the driver experience. A successful Program 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, relationship building skills, and stellar project management capabilities. To be successful, you must also have very strong communication skills, both written and verbal, as you will own communicating program progress very crisply in various business reviews.

This Sr. Program Manager will lead the scope and help us answer questions, like: how do you improve the experience of tens of thousands of drivers through product and program interventions? What innovative products and strategies will help solve their pain points? How can we substantiate those pain-points through quantitative 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 requires formulating strategies driven through in-depth analysis and due diligence considering legal, product, program, public relation, and communication points of view. Few of the changes this role will recommend are irreversible in nature and will impact tens of thousands of DPs, so you will analyze data and insights from various channels to diagnose process issues, identify improvement opportunities, and partner with technology teams to deliver new features or tools. 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.

***This role is available in Sydney or Melbourne, with Sydney as the preferred office***

Key job responsibilities
- Define driver experience strategy, roadmap and operational plans for Flex Australia
- Leveraging various deep dives, prioritize actions to improve driver satisfaction, engagement and commitment to Flex programs. You'll be responsible for structuring the findings into a business case that supports the project plan and defines the next steps
- Lead and deliver innovative product/operational initiatives to drive step changes in driver experience and remove driver pain points and barriers
- Directly influence and collaborate with WW driver experience, product, and technology teams
- Own the operational performance and all metrics/KPIs for driver satisfaction with other organizations in Amazon
- You'll 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'll retrieve and analyze data and insights to solve business problems at their root, stepping back to understand the broader context
- You'll 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
The Flex Australia team is a dynamic group dedicated to revolutionizing last-mile delivery. We value collaboration, innovation, and a customer-centric approach. You'll work with a diverse set of stakeholders, from tech teams to business leaders, to drive meaningful improvements in our operations.

Learn More about Amazon Australia- 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
- Bachelor's degree- MBA
- Product management experience in a technical setting
- An entrepreneurial mindset, with the resolve to develop ideas with limited supervision and thrive in fast paced environment
- Knowledge of SQL, Access, Tableau, Power BI is desire
- Strong problem solving skills, project management skills, attention to detail, and exceptional organizational skills
- Ability to think strategically and creatively whilst also executing operationally with high attention to detail and operational excellence
- Demonstrated ability to interpret large amounts of data and make sound business judgements and recommendations.
- Demonstrated ability to analyze and solve ambiguous and highly complex problems, thrive with partial information, manage multiple, competing priorities simultaneously, manage trade-offs and evaluate new opportunities.
- Ability to write succinct and compelling business proposals and recommendations for senior Director/VP audiences
- Strong ability to influence and drive alignment among a diverse set of stakeholders and teams globally
- Experience working in a challenging, fast-paced and high performance environment

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
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 attributes.

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.