Senior Program Manager, Partner Experience, Amazon Logistics

Here at Amazon we're seeking for an experienced Senior Program Manager to join Delivery Experience team and support with the rapid growth of our delivery Service Partner (DSP) program.

At Amazon, our mission is to be the most customer-centric company on earth, providing our customers with the best experience possible. We aim to deliver each package, regardless of size, to our customers when and where they need them, as quickly, accurately, and cost-effectively as possible, through a choice of innovative delivery options.

In this high-impact and complex program management role, you will collaborate with different stakeholder teams to define and develop new initiatives, products, and features to continuously improve partner experience throughout the partner lifecycle. You will act as a gatekeeper of the partner experience, which will include diving deep to uncover root causes of pain points, finding long-term solutions to address them, and developing strategies to manage and analyze interactions. We're seeking people who enjoy ambiguity and designing two-way door experiments to validate partner experience initiatives, and who have demonstrated the ability to analyze and solve complex problems and manage competing priorities simultaneously. The ideal candidate is a strategic thinker, someone who is detail-oriented and well-organised, and is able to make effective high-judgment calls. You will also need to be an effective cross-team collaborator, with the ability to work closely with multiple stakeholders.

Key job responsibilities
• Work across program, product and tech teams to build and implement initiatives and develop mechanisms to continuously improve the partner experience.
• Implement processes and tools to pull and draw insights from data, analyse and solve partner experience problems at their root.
• Understand and react to partner sentiment and needs to escalate pain points, recommend product changes, and seek new opportunities to gain feedback through existing channels.
• Build accountability mechanisms with business teams to drive continuous improvement activities that enhance the overall partner experience, from big rocks to paper cuts.
• Own the definition and delivery of program improvements that fix defects and reduce partner operational complexity.
• Effectively manage cross-functional high-impact projects, align teams on program goals and drive execution.- 5+ years of experience as a Program or Project Manager, with a track record of successfully launching new programs from the ground up.
- Strong analytical and critical thinking skills, with the ability to synthesise data into actionable insights.
- Excellent communication and stakeholder management abilities, with experience bringing together diverse teams to achieve shared objectives.
- Comfort operating in ambiguous, fast-paced environments and demonstrated ability to drive progress independently.
- Experience in leveraging data to drive business impact and partner experience.
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.- 5+ years of experience in a related industry.
- Demonstrated ability to influence and drive alignment among a diverse set of stakeholders and teams.
- Ability to think strategically and creatively whilst also executing operationally with high attention to detail.
- Excellent written and verbal communication skills.
- Experience working in a fast-paced, deadline-driven environment and able to manage priorities well.
- Knowledge of the Australian logistics and e-commerce landscape.
- Familiarity with Australian business practices and regulations.

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.