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DESCRIPTION

Have you ever ordered a product on Amazon websites and when the box arrived wondered how you got it just as promised, what it cost Amazon, and what kinds of systems & processes must be running behind the scenes to power the whole operation?

In the AU Direct Fulfillment (DF) team our wildly important goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered as fast as feasibly possible, safely, on time, in full...every time. To do this, we have to continually innovate in our supply chain, plan for, design and manage our evolving transportation and Vendor networks.

The Program Manager (PM), will work with the AU and other Regional DF teams to develop and integrate products, create processes, and build mechanisms that continuously improve the Customer Experience as measured by the Speed and Accuracy metrics, and also improve the Vendor’s ease of doing business and growth opportunity with Amazon.

Key job responsibilities
This role's scope will include conducting and interpreting analytical deep dives into Vendor data and metrics to develop strategy, improve performance, and grow volume. The PM will coach team members though the application of data-driven action planning, utilization of self-service resources, and implementation of mechanisms. The PM will measure and communicate the results of your programs to stakeholders to ensure we are deploying meaningful and measurable actions focused on long-term outcomes. Finally, the PM will directly outreach to vendors to root-cause and execute scalable solutions to improve performance.

A day in the life
- Direct outreach to vendors to root-cause and execute scalable solutions to improve delivery accuracy and speed.
- Ensuring we meet our promise to customers, measured by Delivery Estimate Accuracy (DEA)
- Designing, tracking and actioning on proactive leading metrics for managing the day-to-day operations
- Executing performance management metrics reviews (cost, speed, reliability, etc.) for outbound transportation and derive improvement plans from it
- Preparing for and leading Ops calls, daily business reviews (DRBs), Weekly Business Reviews (WBRs), Customer Service workshops
- Driving and leading continuous improvement initiatives with carriers, Vendor warehouses, Customer service and Retail teams to improve customer experience, costs or processes.
- Advising Amazon leadership team proactively of critical situations along with the expected impact and mitigation actions planned
- Proactively identifying and mitigating operational risks (before they become roadblocks). Solve Transportation related escalations
- Driving root-cause analysis and the successful implementation of corrective actions to improve service or cost, or to resolve a problem
- Work with Product, Tech and other Ops stakeholders to contribute to development of processes and new launches
- Conduct deep dives using various data analytical methods to derive meaning from data and present to senior leadership through formal document with proposed next steps


About the team
You will be accountable for dealing with challenging operational issues, and planning for our peak periods. You will review performance, on a daily, weekly, monthly and quarterly basis. You will perform deep analysis of our network and understand our metrics in detail, and have the ability to implement solutions that influence both the short and long-term goals of our business.

To be successful in this role, you need an aptitude for making data-driven decisions that will have direct impact on the customer experience, focusing on an impact based and process-driven approach. Key to your success will be your ability to dig into problems and start taking action quickly to meet the expectations of our customers. You will manage the day-to-day operational execution as a key member of the DF team and will have the opportunity to operate at a bigger picture in designing operations and improvement program. The ability to remain flexible and adapt to learning new tools and systems is instrumental in your role on the team. Our environment is deadline driven, fast paced, and requires you to be detail-oriented and comfortable interacting and working with multiple teams (business and technical).