Description

The WW Transportation Partner Experience team’s vision is to build and nurture communities of the happiest, safest, and highest quality transportation partners. We help these partners offer a better life for themselves, their employees, and the communities we collectively serve. To deliver on our mission, we create opportunities for connection, learning, advocacy, and inspiration among partners, Amazon, and our customers. We do this through a variety of ways, including technology, content, digital/in person experiences, and rewards and recognition programs. We are committed to protecting and improving partner sentiment by innovating how we power the feedback flywheel, so that our partners can influence the future of logistics. We play the long game, as we know that the sustained satisfaction of our partners will reduce attrition and strengthen Amazon’s logistics network over time.

The community issues and moderation program manager plays a critical role owning the feedback loop strategy and execution across North America (NA) that help Delivery Service Partners (DSP) find resolutions to high severity issues, widely affecting the network. The program manager orchestrates roadmaps and actions across product, tech, communications, and program teams, ensuring on a tactical level, the resolution of community member issues within the agreed SLAs and quality bar, providing visibility to leadership along the process. On a strategic level, the program manager is responsible for using their high-judgment to influence partner teams driving long-term issue resolution and proactive content development.

If you thrive in ambiguous, fast-paced environments and want to reinvent how turning escalations into insights shape the future of the DSP program, this role may be for you!

Key job responsibilities

• Develop the strategy and a clear, simple roadmap for the NA issues management program, working closely with Director- and VP-level stakeholders to understand their data and reporting needs

• Implement processes and tools to pull, consolidate, and analyze data from multiple channels and sources related to the DSP network

• Identify key trends, themes, and opportunities from the DSP data, translating insights into clear narratives and recommendations

• Build a proactive moderation strategy to support overall community member engagement

• Build accountability mechanisms that empower business teams to drive accountability for continuous improvement activities that enhance the overall DSP experience, from big rocks to paper cuts

• Accelerate actionable progress driven by insights through creating and/or optimizing cross-org structures and mechanisms

• Effectively manage cross-functional projects and stakeholders, aligning teams on program goals and driving execution

Basic Qualifications

• 5+ years of working cross functionally with tech and non-tech teams experience

• 5+ years of team management experience

• 5+ years of cross functional project delivery experience

• 5+ years of program or project management experience

• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience managing, analyzing and communicating results to senior leadership

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $189,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.