Program Manager, APEX - HCP

Looking for a career at a company that seeks to be Earth’s most customer-centric company? If so, meet Amazon. Over the past 25 years, Amazon has invented on the behalf of customers and has become the largest internet retailer and marketplace in the world. Through our entrepreneurial culture, Amazon has developed new technologies and products (like Echo) and, enterprise services (like Amazon Web Services).

NOC (Network Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon's transportation network. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving, NOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, NOC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.

The Holiday and Contingency Planning (HCP) function of NOC is responsible for driving decisions and configuration changes required to handle holiday and contingent events to protect customer experience. In order to ensure sustained network performance in spite of disruptions (planned or unplanned), HCP partners with stakeholders to execute configuration changes in the network which alter promise as well as package flow to ensure minimal impact and rapid recovery. HCP takes inputs from ground operations, consults stakeholders to assess impact and then translates the mitigation measures to specific asks on network configuration changes. These configuration changes at times impact promises of lakhs of packages and have to be deployed with the highest precision.

We are looking for a Program Manager to work with a crack team (5-10) that cuts across operations, program management and tech to manage network Contingencies. We're looking for a hands-on and motivated self-starter who's passionate about using data to help us make quick decisions. The right candidate will exemplify "bias for action" and "are right a lot". In this role, you will work with business and operations team to continuously evolve contingency management models, analyze historic results, and make business recommendations to senior management based on those analyses – all in an environment of rapid growth and increasing complexity. You will drive improvements to the reporting tools, methods, and processes utilized by the team to increase the availability and granularity of actionable data to internal and external partners.

This position also manages the planning and execution of operations team’s goals, including segmentation of business goals, measurement of goal attainment, evolving and driving various improvements in Business to increase its effectiveness in driving results. The successful candidate must have very strong analytical skills and expertise in excel. Knowledge of SQL would be an added advantage. He/she will be passionate about their work, detail-oriented, analytical, and have excellent problem-solving abilities. He/she will be experienced at working with large data sets and the technical tools needed to work with them. He/she will have superb communication and customer-relationship skills, outstanding analytic insight, and be a passionate advocate of operations team to other stakeholders. He/she will drive towards simple, scalable solutions to difficult problems, have excellent project-management skills, and be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way.

Key job responsibilities
Work backwards, starting with customers and stakeholders to understand their needs and incorporate their context into project plans. Define and clarify business procedures and process requirements. Drive productive discussions and help the team & customers reach consensus. Understand any technologies involved in project(s) at a high level and participate constructively in solution discussions. Be an advocate for the customer and for the team to negotiate process improvements, salient features & priority. Establish milestones, drive deadlines and serve as the first point of contact for team projects.
Handle ground escalations and mitigate impact on operations. Minimize impact on customer experience by quick and error free config deployments. Responsible to get complete clarity over situations by seeking updates from ground teams and assess impact. Organize calls and convene relevant stakeholders to share updates and suggest recommendations to mitigate impact.
Resolve problems, develop appropriate milestones to ensure timely and successful delivery of tasks assigned. Responsible to deploy holiday configurations timely with validation checks through peers to ensure error free deployments. Stay updated about active network configurations to understand uber level impact on operations. Tasked with taking on projects challenging status quo and redefining processes to optimize productivity for the entire team.


About the team
As a central coordination team, NOC-HCP manages configuration changes required to handle holiday and contingent events to protect customer experience and reduce impact on operations. In order to ensure sustained network performance in spite of disruptions (planned or unplanned), HCP partners with multiple stakeholders to execute configuration changes in the network which alter customer promises as well as package flow to ensure minimal impact and rapid recovery. HCP takes inputs from ground operations, consults stakeholders to assess impact and translates the mitigation measures to specific asks on network configuration changes.- 2+ years of program or project management experience
- 2 to 3 yrs work experience with at least 1.5 yrs of experience in Program/Operations management
- Background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources.
- Exceptional written and verbal communication skills with the ability to create compelling positioning / messaging strategy and present complex information clearly and concisely
- High attention to detail and proven ability to manage large teams
- Ability to manage multiple, competing priorities simultaneously with minimal supervision
- Strong analytical, mediation and problem resolution skills
- Demonstrated leadership with a bias towards action, supporting a culture of ownership and learning
- Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams
- Strong understanding of process improvement techniques- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- 2 to 3 years’ experience in running operations,driving large scale business programs, consulting, process improvement assignments in consulting /E-commerce/ FMCG/ Retail/Manufacturing organizations
- Strong academic track record, MBA
- Proven track record of managing and executing projects from start to finish, including project management, data gathering and modeling, problem solving, and communicating recommendations
- Able to think and act proactively, drive tactics and execution, willing to roll-up the sleeves and get the job done
- Excellent analytical skills to dive deep into data, derive insights and develop detailed action plans and tracking mechanisms
- Collaborative and flexible with good organizational skills in managing competing priorities, time management and meeting tight deadlines at times
- Proven presentation skills, excellent narrative writing and verbal communication skills with senior leadership
- Technical aptitude and agility to learn web-based tools. Proficiency in Excel/MS office tools

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