Senior Program Manager, On Road Staffing, Program Management – ID-1225

The Sr. Field Funnel Operations (FFO) Program Manager, ORS is an omni-purpose role that is cross-functionally strategic, analytical, and innovative. The scope of impact spans NA, directly supporting an organization of 100+ team members, and Delivery Service Partners (DSPs). The Sr. Field Funnel Operations (FFO) Program Manager, serves as the tactical and strategic partner to the DSPs, in terms of scaling process, risk mitigation, capacity planning, training, and quality assurance.

 

The incumbent of this role is instrumental in driving operational initiatives, and DSP adoption, as it pertains to FFO initiatives for On-Road Staffing teams. The role is responsible for prioritizing, tracking/management of DSP conversations, roadmap developing, monitoring, and reporting on the progress of internal tool usage, in addition to DSPs within the respective impacted regions. They should anticipate future business needs, align goals to the need, and manage these initiatives to completion. Owning team metrics, and delivering regular reports on progress to leaders, impacting goals that are high in impact and ambiguity. They will facilitate in-person, and virtual discussions creating effective partnerships, earning trust with BC’s, DSPs, and other operational teams across Amazon, sharing best practices, enabling an evolving way to identify continuous improvement for ORS. This person should be able to develop a thorough understanding of business needs and pain points, both existing and potential, using that knowledge to build processes that benefit the end customer.

This successful individual has a proven work ethic to lead a team, deliver desired results, outstanding communication skills, and drives towards simple, scalable solutions to solve challenging and complex problems.

 

The Program Manager manages unique and complex deliverables, and tactically quick-turn projects while demonstrating exceptional business judgement while constantly innovating and improving business operational deliverables, suggesting new ideas, and best practices to iterate, and improve the business with a frugal and think big approach. This role is responsible for diving deep into processes, understanding current capabilities and limitations, and making critical judgement decisions about how to handle stakeholder requests. They think long-term and are willing to sacrifice short-term gains for the bigger picture.

 

The Sr. FFO Program Manager prioritizes developing their team to be an effective force multiplier and balance the work of them to ensure performance of new and existing processes to the highest standards. They must be able to develop their internal talent pool to achieve goals and drive independent development.

  • Travel expectations for this role will be up to 50% and will include site visits to Amazon Delivery Stations.

 

Key job responsibilities

  • Work cross-functionally and across geographies with stakeholders at all levels to support tools, programs, and initiatives
  • Have a rigorous approach to problem solving and analytics, as well as produce, interpret, and draw conclusions from data
  • Use project management tools and skills to manage medium to large scale content development and training projects
  • Enhance and foster innovation with measurable attributes to monitor success amidst each project and deliverable within ORS Field Funnel Operations

 

  • Own the deployment of critical programs supporting DSP driver capacity and candidate onboarding
  • Deliver DSP launch programs across all stations within an AMZL, AMXL, and RSR region
  • Work backwards from the customer to develop, deploy, and scale programs to support DSP owners, and field leaders to build driver pools, and deliver a best in class onboarding experience
  • Support DSPs at new station launches, DSP’s at existing sites, and peak volume ramps
  • Collaborate with field leadership, DSP owners, capacity planning and business coaches to make data driven strategy decisions
  • Build the year-round strategy, launch strategy, and peak hiring plans for stations and DSPs in the region
  • Execute strategy to deliver driver counts needed to meet year-round capacity needs

 

  • Provide an onboarding experience matching DSP and station needs, reducing the dwell time of candidates, and improving the conversion of candidates through the onboarding lifecycle
  • Develop business understanding of key stations, and geographic variation to support overall strategy
  • Move between strategy and execution on a daily basis, iterating and innovating the acquisition and experience for Delivery Associates, improving the onboarding experience for new drivers and DSP owners
  • Conduct weekly data analysis to support senior leaders in the region to identify forward looking capacity risks
  • Identify gaps in driver capacity at a station level and work with stakeholders to address proactively
  • Provide support for all launching DSPs, coordination of hiring needs for DSPs
  • Work with community, and affinity partnerships in region to develop unique and innovative solutions for hard-to-hire markets, establish contingency plans to address and prevent gaps in key markets

 

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A day in the life

Our team exists to meet the needs of our customers by ensuring DSPs have the DA resources available to meet the capacity needs of the Amazon NA Network. We tirelessly work to bring the required candidates to at-risk DSPs, to ensure customer promise fulfillment. We help to solve the DSP network gaps by providing solutions to solve towards the Okami route targets. We will prioritize long term solutions that scale but we will create interim fixes and quickly pivot to data, resources, and teams that create scalable solutions for the entire network. We will empower OTR & BCs to understand hiring gaps and provide data/tools to have meaningful conversation with DSPs.

 

About The Team

The Field Funnel Operation (FFO) Pillar’s Mission is to provide Onboarding Operational Excellence for Amazon Delivery Service Partners (DSPs). This will be accomplished through the implementation of standardization and centralization of processes and mechanisms that will provide increased efficiency and efficacy in support for DSP staffing needs.

 

FFO’s Vision is to become the trusted staffing partners of DSPs, providing the preferred onboarding source for DSPs Delivery Associates (DA)s.

 

Basic Qualifications

  • 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

 

Preferred Qualifications

  • 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.