Program Manager, Delivery Partner Onboarding

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 we fulfill and deliver 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 products and services in the last mile delivery space. We are doing this by building a world class last mile operation, significantly complemented by Amazon Flex. Amazon Flex works directly with independent contractors — called delivery partners — to make deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages.

The Amazon Flex Australia and Singapore team is looking for an experienced Program Manager to join us and help improve the delivery partner onboarding experience and optimize capacity outcomes. A successful Program Manager must be able to work independently, be comfortable with ambiguity, and be able to influence internal and external partners. This role will particularly suit someone with strong analytical abilities, relationship-building skills, and project management capabilities. To be successful, you must also have strong communication skills, both written and verbal, as you will own communicating program progress in various business reviews.

• Key job responsibilities
• - Own the end-to-end delivery partner onboarding program across AU and SG, continuously identifying and implementing improvements to simplify the onboarding experience.
• - Own delivery partner supply targets for key sales events throughout the year, ensuring the onboarding pipeline delivers sufficient activated partners ahead of demand.
• - Develop and maintain the onboarding program roadmap, defining clear KPIs and success metrics while diagnosing funnel blockers and drop-off points that prevent delivery partners from completing their first delivery block.
• - Build and maintain thorough reporting across onboarding metrics, funnel performance, and program cost, and manage vendor relationships with commercial rigour and accountability for return on investment.
• - Stay current with regulatory and safety requirements across AU and SG, proactively adapting onboarding processes to meet evolving needs.

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
• - Experience working in a matrixed organization

Preferred qualifications

• - 4+ years of driving process improvements experience
• - Bachelor's degree, or MBA in supply chain, business, engineering, finance or related technical or quantitative field
• - Bachelor's degree in management, business administration, economics, engineering, marketing
• - Experience in advanced SQL & ability to write complex queries from scratch from multiple tables

• Acknowledgement of country:
• In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

• IDE statement:
• Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.