Program Manager, Amazon Flex

At Amazon, we are building an excellent last mile operation in India, significantly complemented by Amazon Flex. Amazon Flex works directly with independent contractors (ICs), called delivery partners (DPs), to make deliveries to our customers. With Amazon Flex, partners are their own bosses they can build their own schedules and choose from different types of opportunities (scheduled-ahead blocks, instant offers), all while earning great income. The Amazon Flex platform is powered by a mobile app, working in concert with advanced systems, allowing partners to sign in, grab offers, check maps, and more.

In this role, you will be part of a program team responsible for delivering last-mile capacities as a program manager.

Key Job Responsibilities

• Define, design, launch, and manage new transportation-related programs in India, specifically for Amazon Flex and I.H.S., with a focus on hyperlocal and on-demand business lines.
• Gather requirements and conceptualize product and program solutions to address business problems sustainably.
• Work with key stakeholders across various functions to define, launch, and drive programs.
• Serve as the bridge between operations and support teams like finance, global business operations, product teams, and field operations.
• Be the gatekeeper of driver experience for business lines, balancing it with cost and business goals.
• Positively impact operating costs through technology and process interventions.
• Use influence (over authority) to align multiple worldwide and India stakeholders and drive complex projects.
• Build scalable mechanisms in a highly ambiguous environment, balancing quality and execution pace, with frameworks to protect large business goals.
• Interact with senior India and worldwide leaders, both in discussions and through well-written narratives.
• Launch and expand the program as per Amazon's requirements, being responsible for customer satisfaction, performance, compliance, accounting, and financial metrics.

A Day in the Life

The key daily activities include:

• Tracking key performance metrics such as capacity metrics (fill rates, working DPs), cost metrics (cost/hour, cost/shipment), and driver experience metrics (UTR/WT/routing adherence, working DP count) at the site level.
• Conducting Gemba visits to understand root cause analysis through 5-Whys.
• Collaborating with stakeholders (LM Operations on SOP adherence, Flex program stakeholders on creating a pool of DPs, and programmatic interventions on pricing and driver experience) while owning the E2E execution.
• Influencing various stakeholders (from delivery partners to LM leaders) without direct authority.

Basic Qualifications

• 3+ years of program or project management experience.
• 3+ years of experience working cross-functionally with tech and non-tech teams.
• 3+ years of experience defining and implementing process improvement initiatives using data and metrics.
• Advanced knowledge of Excel (pivot tables, VLookUps) and SQL.

Preferred Qualifications

• 3+ years of experience driving end-to-end delivery and communicating results to senior leadership.
• 3+ years of experience driving process improvements.
• Experience in stakeholder management, dealing with multiple stakeholders at various organizational levels.
• Experience building processes, managing projects, and schedules.

Inclusive Culture

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.