Program Manager

Completed Bachelor's degree
- 3+ years of experience in sales services.
- 3+ years as operation logistics leader.
- English Intermediate-advanced

Have you ever ordered a product on Amazon and when that box with the smiley arrived wondered about its journey until your doorstep? Have you asked where it came from and how much it cost Amazon to deliver it to you? 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.

The Hub Delivery Partner (HDP) team is responsible for managing and growing the network of micro-entrepreneurs (mom and pop stores) with independent contractors that power Amazon last mile delivery service. Our partners work from their stores and are assigned packages that can be deliver close to their stores. This team charts the strategy and plan to build HDP capacity and flexibility across the delivery network in the country.

As Central Program Manager, you will be responsible for leading the Hub Delivery Partner Operational Central team that is responsible of maintaining the compliance, quality and capacity of the program. This role requires a person with a consistent and strong leadership to monitor, control, supervise and evaluate remotely to this team, assuring a good performance. The central team handles the compliance of the HDP program and the performance of more than 1,000 partners (micro-entrepreneurs) that deliver thousands of daily packages. The Central Program Manager needs to help associates to drive their own development and learning by regularly discussing career goals, strengths and growth areas

The Hub DP Central Program Manager drives the relation and communication with the background provider company, ensuring that all the partners enrolled comply with legal and tax requirements and controlling all the micro-entrepreneurs (mom and pop stores) that are interested in joining Amazon program. The Hub DP Central Manager leads the analysis on quality and inventory metrics that affect directly to the customer’s satisfaction, providing visibility of the partner’s performance. The person on this position requires strong skills in qualitative and quantitative analysis to deep dive into the delivery standard metrics, in order to establish and implement actions and initiatives that help to improve the performance of the HDP program and achieve program goals.

Because of the impact, this is a highly visible role with senior leaders and decisions makers in Amazon operations. It is also a highly innovative space to use a quantitative and analytical approach balanced by business judgment to determine strategies.

Key job responsibilities
- Proactively managing the relationship to last mile HDP partners.
- Securing and controlling HDP last-mile capacity through data driven management of partners.
- Improving partners experience and engagement.
- Managing performance, quality and statistics of the HDP metrics.
- Responding to quality/performance challenges with appropriate action plans.
- Participating in the operational metrics meetings to report dive deep analysis and action plans.
- Activating new partners in the network.
- Make analysis of the areas where HDP capacity is required.
- Completed Bachelor's degree in administration, Industrial Engineer or related or MBA
- Experience with e-commerce or logistics would be preferred.
- Experience selling nascent services into new markets is desired. Exceptional interpersonal and communication skills.
- Planning, prioritization and time-management skills.
- Proactive and committed to getting things done.
- Fluency in English and Spanish.
- Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.
- Disciplined in executing repeatable operational processes.
- Consistent effort, intense commitment, perseverance and willingness to go beyond when needed.
- Availability to travel through the country.
- Exceptional interpersonal and communication skills