Senior Program Manager, Amazon Flex India

4 weeks ago


London, Greater London, United Kingdom Amazon Full time

At Amazon, we are revolutionizing the last mile delivery network in India with Amazon Flex. This innovative platform empowers independent contractors, called delivery partners, to build their own schedules and choose from various opportunities. With Amazon Flex, partners can make great earnings while enjoying the flexibility of being their own boss. Our mobile app, powered by advanced systems, enables partners to sign in, grab offers, and navigate locations with ease. Since its launch in 2019, Amazon Flex has redefined the gig economy in India, with thousands of delivery partners across 67 cities serving Amazon, Prime Now, and Amazon Food. As we embark on an exciting growth path, we seek a seasoned Program Manager to lead the pricing, compliance, and fraud management charters for Amazon Flex in India.

This role requires a strategic thinker who can own the delivery partner experience, aligning with WW teams, field operations, legal, and ER teams. The ideal candidate will design and execute tactical and strategic programmatic interventions to ensure a best-in-class delivery partner experience and high stickiness to the program. Key responsibilities include owning delivery partner satisfaction scores, resolving recurring voices, and implementing Flex SOPs on the ground. The successful candidate will also work closely with WW DP Experience teams to launch parity programs for India and represent the country in WW forums.

Key Responsibilities:
  1. Own the delivery partner experience, aligning with WW teams, field operations, legal, and ER teams.
  2. Design and execute tactical and strategic programmatic interventions to ensure a best-in-class delivery partner experience.
  3. Owning delivery partner satisfaction scores and resolving recurring voices.
  4. Implementing Flex SOPs on the ground, out on road challenges, safety programs, and supporting delivery partners in insurance-related claims.
  5. Working closely with WW DP Experience teams to launch parity programs for India and representing the country in WW forums.
  6. Gathering requirements and conceptualizing product and program solutions to solve business problems sustainably.
  7. Engaging with WW Flex tech teams and LM Product teams to create the tech roadmap for India Flex.
  8. Representing India in WW forums and relying on influence to align multiple WW and IN stakeholders to drive complex, medium to large projects.
  9. Leading PMO responsibilities for the team, including MBRs, QBRs, and WW forums.
  10. Interacting with senior IN and WW leaders in discussions and through well-written narratives.
Requirements:
  1. 5+ years of working cross-functionally with tech and non-tech teams experience.
  2. 5+ years of program or project management experience.
  3. 5+ years of delivering cross-functional projects experience.
  4. Experience defining program requirements and using data and metrics to determine improvements.
  5. 2+ years of driving process improvements experience.
  6. Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.


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