Sr. Mgr Central Operations, LMAQ

When you attract people who have the DNA of pioneers and the DNA of explorers, you build a company of like-minded people who want to invent. And that’s what they think about when they get up in the morning: how are we going to work backwards from customers and build a great service or a great product” – Jeff Bezos.

Have you ever thought about what it takes to successfully deliver millions of packages to Amazon customers seamlessly every day like clock work? In order to make that happen, behind those millions of packages, billions of decisions get made by machines and humans. The Last Mile Analytics and Quality (LMAQ) organization enables last mile technology (e.g., Geospatial, Routing, Safety) and business teams (e.g., Delivery Service Partners-DSP, Flex, HUB, Pickup & Return Points-PARP) by providing analytics, insights, non-technical program management, and scaled human-in-loop support. We help improve foundational inputs (e.g., delivery geocodes, roads, and route plans) to transportation systems by partnering with technology teams to launch ML models and making manual corrections for outlier defect patterns. With business teams, we are invested across the entire transporter/partner lifecycle and enable processes such as partner onboarding, compliance, infractions and fraud, scorecard appeals, and offboarding. LMAQ operates at scale across all regions.

Amazon is seeking a Sr Manager Program Management with the Last Mile Analytics and Quality (LMAQ) team to drive the central functions across LMAQ. You will lead the Workforce Planning, L&D, ACES, Data Governance, Engagement, and central programs at LMAQ. You will provide strategic leadership and management across all support functions, ensuring alignment with the organization’s global strategy and objectives. You will develop and implement strategies for support functions and prioritize as per the needs of the organization. You will lead the central programs that cut across all of LMAQ, such as Gen AI driven productivity improvements, tooling and automation for the LMAQ operations teams and the OP and HC planning for LMAQ.

As a member of the LMAQ org, you will continually raise the bar on innovation for great customer experience. You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives. You will partner closely with product, technology and sciences teams to define and build innovative and delightful experiences for customers. You must be highly analytical, able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps that drive product development at Amazon speed. Excellent communication and writing skills and executive presence to get in front of VPs will be required. You will need to work in a high pace environment with pressing timelines.
The successful candidate will be able to:
• Effectively balance the business needs with the LMAQ operations plan including OPEX and HC.
• Drive effective teamwork, communication, collaboration and commitment across multiple verticals within LMAQ.
• Manage disparate teams and areas such as ACES, Infosec, L&D and Operations Excellence.
• Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment.
• Serve as a role model for Amazon Leadership Principles inside and outside the organization.
• Actively seek to implement and distribute best practices across teams.

Key job responsibilities
• Providing strategic leadership and management across all support functions, ensuring alignment with the organization’s global strategy and objectives.
• Develop and implement strategies for support functions and prioritize as per the needs of the organization.
• Manage strategic partnerships and coordinate with partner teams and stakeholder like Tech, Science and upstream teams
• Lead MBRs for the Support functions teams
• Lead work planning, goal setting, and staffing needs for the team.
• Lead the central programs for LMAQ
• Lead the org wide documents for LMAQ such as OP and QBRs

Basic qualifications

- 7+ years of team management experience
- MBA
- - Prior experience in Work Force Planning, Capacity Planning, ACES, Quality and Training functions
- - Strong Program Management skills, having run large programs in the past
- - Strong people management experience

Preferred qualifications

- Experience implementing repeatable processes and driving automation or standardization
- Senior role leading a large Amazon team

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