DESCRIPTION

Job summary
Amazon Access Points is growing and we are working to create a world class delivery experience for customers through alternate delivery options - lockers and pickup points. If you are passionate about delivery operations and look around corners for ways to serve customers, we want your help.

The Senior Program Manager - Operations will lead the installation and maintenance of Amazon Lockers in France as we continue to expand the business. The successful candidate will build and maintain strong relationships with internal and external partners – including service providers, host partners, technology and product management, and the local business development team. The individual must be both analytical and creative, seeking out ways to improve products, processes, and tools, and executing on those ideas. Strong interpersonal skills are also important as the position will have frequent interaction with senior leadership at Amazon and partner companies.

Key job responsibilities

• Manage the end-to-end installation and maintenance process for Access Points products
• Drive continuous improvement projects in installation and maintenance processes, as well as cost reduction
• Monitor performance of service providers such as installation and maintenance partners, and internet service providers, and escalate issues as needed
• Identify through analysis and execute on opportunities to improve customer experience and performance, including raising the bar for hardware uptime
• Lead and participate in strategic projects, including new product and feature launches, process improvements, and geographic expansion
• Partner with global Technical Operations Program Managers to innovate on behalf of the business and develop best practices
• Develop materials for service providers and host partners
• Report on daily, weekly, monthly KPIs and projects to senior leadership
• Lead service provider contract negotiations
• Promote and develop an environment which is receptive and adaptable to business change
• Willingness to travel (10%)

BASIC QUALIFICATIONS

• A passion for developing best in class customer experience
• Strong bias for action, with willingness to roll up sleeves and get things done
• An analytical approach to measuring/optimizing performance
• Ability to influence peers and stakeholders at all levels
• Highly tech-literate, with ability to learn new systems quickly
• Comfortable with ambiguity and able to manage multiple priorities
• Master’s degree, with academic focus on engineering, operations management, or similar field
• Fluent in English and French (written and verbal communication)

PREFERRED QUALIFICATIONS

• Some experience in operations management, working with hardware and software products
• Experience managing external partner deliverables
• Knowledge of SQL, advanced Microsoft Excel
• Six Sigma or Lean certification