Sr. Manager, WW Amazon Drivers Listening, WW Flex DP Experience team

10 hours ago

Hyderabad, India myGwork Full time
This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
DESCRIPTION:
At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we're constantly looking to take to a new level is how to coordinate the delivery of their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new logistics products and services, significantly complimented by entrepreneurs like Amazon Delivery Service Partners and Amazon Flex. Amazon Flex crowdsources independent contractors - called delivery partners - to coordinate deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages.
We are a worldwide Flex DP Experience team with a vision to improve the experience of DPs and make their journey friction-less. We do this by understanding DP's pain points through our Voice of DP Listening Channel (VOD-LC) team in Hyderabad, and driving program & product improvements through worldwide teams. Likewise, we are looking for a creative, dynamic and experienced Sr. Manager to lead this team, develop, & hire further leader in his/her reporting line, and help us improve the DP experience. The VOD LC team is responsible for establishing programmatic partnership mechanisms with stakeholder teams to identify, categorize and resolve DP specific problem statements derived via standard ingress mechanisms like In app feedback forms, customer service contacts, and driver surveys. A successful candidate must be able to lead at scale, work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role would be ideally suited to someone with strong people development skills, analytical skills, great communication skills (both written and verbal), relationship building skills, and exemplary project management skills.
Key job responsibilities
A key responsibility of this position will be to lead a team of 35+ members with varying experience and skill levels, including front line associates, and program managers. In more details:
• Coordinate with 3rd-party service providers, and lead the product management roadmap to ensure we obtain DP's feedback in a scalable, accurate, and timely manner.
• Be responsible for the performance, quality, and engagement of your team as a whole and implement various mechanisms to achieve the required results.
• Create, standardize, and automate processes to increase VoD LC program efficiency and scalability.
• Lead the VOD LC team to design, collect, and analyze multiple levels of DP feedback, provide insights to stakeholders and introduce strategies to address systemic issues.
• Develop an escalation management system to address DP pain points according to severity levels in a timely manner in conjunction with WW product and program teams.
About the team
As a part of Amazon Flex, Voice of Driver - Listening channel team, we are in a mission to relentlessly identify the pain-points of the drivers (World-Wide) across their life cycle by being eyes and ears throughout different in-take channels. These pain-points are identified, analyzed and insights are shared with product and other partner teams to drive systemic improvement in order to improve overall DP experience. In addition to that the team is also responsible for identification of egregious contacts in various listening channels , especially in unconventional channels like social media, and establish scalable mechanism to address and resolve such escalations.
BASIC QUALIFICATIONS:
- 8+ years of team management experience
- Experience managing teams of 6 or more
- Bachelor's degree in management, business administration, economics, engineering, marketing
- Solid experience in driving process improvement and defect reduction using customer feedbacks.
PREFERRED QUALIFICATIONS:
- Experience implementing repeatable processes and driving automation or standardization
- MBA

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