Description At Amazon, we are building a world class last mile operation with Amazon Flex as a cornerstone of this strategy. Amazon Flex works directly with independent contractors, called delivery partners, to make deliveries to our customers. With Amazon Flex, delivery partners are their own boss, build their own schedule, and choose from different types of delivery opportunities (e.g. Amazon Fresh, Whole Foods Market, and Amazon Logistics). Amazon Flex is powered by a mobile app that works in sync with our advanced systems and processes, allowing delivery partners to secure delivery offers, track their delivery progress, and more. The ideal candidate thrives in an ambiguous environment, is a business owner who understands the key levers to drive high performance, and can operationalize and scale those levers. They dive deep, using excellent analytical and problem solving skills to identify root causes and develop action plans. The ideal candidate also communicates effectively with internal and external stakeholders across various levels in the organization, building strong relationships based on collaboration and trust. The ideal candidate also has the ability to stay focused when working autonomously. Travel may be required up to 50% of the time. Key job responsibilities - Own the business UTR input/output metrics and driver experience for your area of ownership - Collaborate with stakeholders to build action plans to improve Flex program performance and act as a point of escalation for outstanding issues, questions, and concerns - Create and maintain strong relationships with station leadership by ensuring timely, accurate, and professional operational support within a specified SLA - Identify, develop, and implement processes and mechanisms to improve regional Flex program performance, including working cross-functionally with internal teams to support the continuous improvement of tools and processes - Exercise excellent business judgement while deep diving input metrics to proactively identify, action, and/or provide advice on how to drive growth, improve delivery partner experience, and close the gap to goal - Verify that program policies are functional and consistently enforced at delivery stations, while troubleshooting gaps between product/policy/process and delivery partner experience Collect and analyze data across order functions to establish global standards for and other cross-functional stakeholders - Innovate and simplify processes across existing and future businesses while maintaining the highest quality standards for our customers - Leveraging analytics to support the future state of the business A day in the life The Business In-Station Experience (BISX) team, a component of the broader FISX team, is responsible for the critical pillar of Standardization. As the members of the team closest to the in-station operations across all of Flex's business lines, BISX is uniquely positioned to drive positive change across the full gamut of business lines. Leveraging programmatic initiatives, the BISX team is able to implement, sustain, and monitor programs that are designed to enhance the delivery partner (DP) pick-up and returns experience. By focusing on Standardization, the team strives to create a familiar and cohesive experience for DPs, regardless of the specific business line they are engaging with. For our leadership and associate partners in the business, they will benefit from standardization as a decreasing number of DPs will require their support during the pickup & returns process. About the team FISX’s mental model is to drive an efficient in-station experience, ensuring that foundational aspects of safety, upstream performance and processes are robust through Standardization. To do this, FISX will seek to challenge the status quo by building parity for standardization across business lines driving non-negotiable standards to ensure an elevated and reliable customer experience. Standardization will also focus on the reduction of ambiguity in standards DPs should expect while in-station across all offers. Basic Qualifications - 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience using data and metrics to determine and drive improvements - Experience working cross functionally with tech and non-tech teams Preferred Qualifications - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules 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, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.