Job Information
Amazon Senior Program Manager, Ops Excellence, In-Life Services in Arlington, Virginia
Description
Amazon Logistics’ mission is to provide the best last mile customer experience delivering each package to the customer’s doorstep through a choice of innovative delivery options, including locker, in-car, and in-home delivery, and speed. To provide this customer experience, Amazon Logistics works closely with Last Mile Delivery Service Partners who operate and manage a fleet of vehicles and drivers. Fleet management is a significant “area of opportunity”, as current options are often inefficient, ineffective, and more expensive than they should be. To mitigate these challenges, we have launched a number of low-cost, high-convenience, on-location service/repair formats, including Fleet Service Centers (FSCs), FSC Lite (FSCL), and Mobile Maintenance (MM).
We are actively seeking a Senior Ops Excellence Program Manager with a strong focus on partnering with our strategic vendor partners in developing, scaling, improving and stabilizing operations processes. As a senior process improvement leader on the team, you will enhance visibility and understanding of various formats (and associated vendor) performance through meticulous dive deep and continuous improvement mindset. In this role, you will play a pivotal part in defining metrics, their reporting formats, frequency by audience, source data and automate, converting raw data into easily-digestible periodic reports. Be the process improvement leader with a lean thinking and constantly strive to improve baseline performance and deliver exceptional customer experience for our DSPs.
As a Senior Ops Excellence Program Manager, you will take a lead role in developing, building, and maintaining a comprehensive program metrics framework, encompassing critical metrics in the area of service availability, safety, quality, speed and cost. This framework will serve as a cornerstone for measuring and continually improving the effectiveness of the program.
Leveraging insights gained from process improvements, the you will actively influence and contribute to the development and maintenance of a multi-year network design strategy for the fleet maintenance and repair products offered to our last mile fleet operators. This strategy aims to maximize potential delivery station and vehicle fleet coverage, encompassing a mix of internal combustion engines and electric vehicles.
This role places a significant emphasis on embodying our Leadership Principles, especially Think Big, Deep Dive, Ownership, Deliver Results, and Are Right, A Lot. Successful candidates for this role will possess a non-compromising CI mentality with a blend of strategic and tactical skills, including the ability to navigate ambiguity, formulate a strategic vision grounded in robust data analysis, and lead partner teams in the development of improved tools and processes. You are the change agent for the team and you will be constantly challenged by reluctance to change and will need to influence without authority to bring in the necessary improvements at all times.
Key job responsibilities
• Operations Excellence: Develop and implement a strategic vision for operations excellence aligned with organizational goals. Collaborate with other team members and leaders to ensure initiatives support broader strategic plans and programs realize the set goals and objectives.
• Program Management: Lead cross-functional teams to execute operations excellence programs with clear project plans and budgets. Monitor and report on program progress, addressing issues as they arise.
• Continuous Improvement: Identify and implement process improvements using methodologies like Lean and Six Sigma. Cultivate a culture of continuous improvement throughout the program, teams and vendors
• Metrics and Analytics: Define and track key performance indicators and vendor scorecards to measure ongoing operations, new initiatives and program scaling. Analyze data to identify trends and areas for operational enhancement.
• Stakeholder Communication: Effectively communicate with stakeholders at all levels, providing regular updates on initiative status and impact. Require to write and present white papers, work backwards narratives, 6-pagers to L8/L10 leadership audience.
• Change Management and Training: Develop change management strategies to facilitate smooth transitions. Identify and address process, knowledge and skill gaps, implementing training programs as needed.
Basic Qualifications
Bachelor's Degree in automotive, mechanical, industrial engineering
Experience in fleet management - maintenance and repairs of Cargo vans, commercial commercial delivery vehicles - both ICE and EVs
5+ yrs of Operations Program Management experience and Process Improvement experience
5+ ys of experience in process improvements, operations excellence, scaling and stabilization of large scale process implementations
3+ yrs of experience working with cross functional teams driving large scale execution.
Proficient in data analysis, tools, reporting mechanisms
Preferred Qualifications
MBA is preferred
Lean & Six Sigma certifications
3P vendor management, metrics and operations and reporting - in the automotive maintenance and repairs space is preferred.
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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.