Senior Program Manager
5 days ago
We are seeking a highly experienced Senior Program Manager to lead our Service Level Standards (SLS) program in Australia. As the country lead, you will be responsible for ensuring that our delivery partners provide high-quality service to our customers.
Key Responsibilities- Subject Matter Expertise: Act as the subject matter expert for unique business, legal, and cultural requirements in Australia and customize the SLS program strategy to ensure it remains accurate and effective.
- Reporting and Analysis: Help build reporting mechanisms, identify opportunities, establish mitigation processes, respond to executive escalations, and work with cross-functional partners to communicate issues and progress.
- Compliance and Risk Management: Ensure SLS processes are compliant with unique Australian legal regulations. This includes ownership of a dedicated workflow for auditing Australia enforcement decisions to mitigate legal risk.
- Customer Quality: Drive customer quality by partnering with regional business teams to review and improve key business quality metrics.
- Program Management: Partner with customers and internal/external program, product, and tech teams to determine what projects move forward and in what priority order. Act as the bridge between Australia-based Flex teams and the central SLS worldwide team to ensure team goals are aligned and are achieved successfully.
- Process Improvement: Oversee gaps between teams, processes, and systems and help teams reduce exposure to classic failure modes.
- KPI Reporting: Develop, implement, and manage KPI reporting for a portfolio of programs, providing visibility to the milestones and performance of relevant projects.
- Best Practices: Engage other Amazon business units globally to share best practices and improve end-to-end outcomes for Amazon customers.
We are looking for a candidate with:
- 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
We also prefer candidates with:
- 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
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, disability, age, or other legally protected attributes.
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