Senior Program Manager, Shipper Onboarding, Shipper Lifecycle

Amazon • Arlington, VA

34d

About The Position

Are you interested in creating the future of e-commerce shipping? Our team is
changing the way we interact with customers around the globe and building a new, emerging shipping business to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.

Amazon Shipping is looking to hire a data-driven, customer-obsessed Sr. Program Manager to lead the Shipper Onboarding function within Amazon Shipping. This role will be pivotal in managing all product and program changes within our dynamic and rapidly growing shipping vertical. The successful candidate will be a strategic thinker with exceptional leadership and communication skills, adept at driving transformation and ensuring seamless integration of changes across the organization.

About the team
Amazon Shipping is an industry leading shipping service provider (SSP) that offers better reliability and shipper/recipient experience at the right price point within every marketplace we operate. Over the last 25 years, Amazon has built a world-class operations with Amazon Fulfillment Network (AFN). Amazon Shipping has developed the technology, commercial expertise, and operational processes to externalize this network, reducing overall costs to Amazon through incremental density and monetizing our logistics capability. Our goal is to become customer obsessed and sustainable business, helping Amazon reduce its dependency on third-party SSPs and providing retailers with high quality shipping solutions.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• Relentlessly advocate for Shippers and strive to simplify and improve their experience
• Be a SME for the SWA WW onboarding processes and a key point of escalation for post onboarding experience
• Identify short and long-term improvements to our customer acquisition workflow and build business cases to invest in scalable solutions.
• Work closely with operations teams on process improvement for shipper experience.
• Lead process improvement workstreams to improve lead-to-launch conversion rate and time-to-launch across the pipeline.
• Partner with Product/Tech teams to define requirements for long-term tech improvements.
• Drive program objectives – operationalize launch plans by ensuring stakeholders are aligned to program details and business requirements, manage implementation activities across large group of stakeholders, and develop and execute launch plans of new products and processes.
• Scale services, tools, and processes that will enable the business’ growth in volume, complexity, and geographic dispersion while still maintaining a high bar for the customer experience.
• Develop clear and thorough program/process launch announcements for impacted internal and external stakeholders, including program announcement, FAQs, and program resource guides.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level