Sr. Pm

Bachelor's degree or equivalent
- 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
- Previous work experience in account or relationship management, small business logistics, or retail/vendor/supplier management

Have you ever ordered a product on Amazon and when that box with the smiley arrived wondered about its journey till your doorstep? If so, the Amazon Logistics, Last Mile team is the right team for you. As Amazon constantly works to be the most customer-centric company on earth, a key element of customer experience is how we fulfill and deliver their orders. Amazon aims to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible through a world class last mile operation. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services.

We are looking for a Senior Program Manager, EU DSP Business Health, for the Last Mile team. The EU DSP Business Health Team works backwards from Delivery Service Partners (DSPs) performance and strategy to the Business Coach interaction and designs optimal tools and insights for Business Coaches to help our DSPs improve at scale. This person will deliver improved DSP business health through the creation of new programs & products, reporting mechanisms, deep performance analysis, and cross-functional partnerships with existing program and product teams. What operational improvements can help DSPs run efficient organizations? What challenges do DSPs experience? How do DSPs effectively manage their costs? How do we create incremental coaching engagements to support DSPs business? How do we scale these solutions across thousands of DSPs, hundreds of stations, and dozens of Business Coaches?

Key job responsibilities
- Partner with cross functional stakeholders to drive a culture of consistent improvement
- Perform customer/partner needs and task analysis, scope projects, and evaluate existing processes
- Identify, develop and improve strategies for the DSP lifecycle and training process
- Provide reports, insights, and recommendations to leaders of DSP programs & products as well as overall Last Mile leadership to drive increased effectiveness for our DSP partners
- Collaborate on decision-making, building trusting relationships centered on our Business Coaches, DSPs and customers

About the team
This EU DSP Business Health Team is responsible for building DSP lifecycle insights, coaching tools and interventions for the Business Coaches (BCs), designed to increase DSP profitability, performance, reliability and compliance. The team develops standardized EU country BC mechanisms and leverage in country best practices, that allow continuous improvement in all EU regions considering specific legal and/or regulatory conditions and variations. The team creates efficient process landscapes by developing effective tools and mechanisms for the BCs to support DSP success on 5 key pillar that are (1) providing DSP insights via dashboards and XBR metrics integrated via CRM tools (Salesforce) to ensure BC stakeholder connectedness and efficiency of execution, (2) building common coaching routine templates, for local, regional and Pan-EU reviews ensuring high quality outputs, (3) standardizing work routines & providing knowledge management to reduce BCs cognitive load, (4) creating specific coaching routines that work backwards from DSP program health reviews and focus on core business disciplines such as DSP Quality, Fleet & VAS or DSP Compliance to help BCs to guide DSPs to success and (5) supporting monitor and enforcement process (MEP).

Berlin, BE, DEU | Munich, BY, DEU
- 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

m/w/d