DESCRIPTION The Program Manager will contribute to the design and implementation of carrier performance on agreed, cross-border, carrier-related KPI’s and SLA’s Inbound and Outbound of UK/EU lanes including FCs basis the parameters set by the overseas marketplaces. They will facilitate flow of information between different stakeholders (Carriers/Hubs/Warehouses/Amazon Stakeholders). The Program Manager will support in resolving any potential issues that affect customer/vendor/seller experience and delivery performance by conducting problem analysis, researching & querying internal tools, making prompt judgement and through an effective communication with the stakeholders. They will propose, manage, participate and implement global or local continuous improvement initiatives as well as stepped improvements basis the parameters set by the overseas marketplaces. They are an analysis expert who leverage a variety of data platforms and analytical tools to provide timely, meaningful, and consumable information. They ensure data quality and build scalable tools. They communicate findings with the most effective and influential methods.
Key job responsibilities
Responsibilities include, but are not limited to:
Manage daily queries and requests from Carriers and Internal Stakeholders leveraging internal tools and resources basis the standard operating procedures set by the overseas marketplaces. Escalate to Amazon internal stakeholders as necessary.
Prepare weekly/monthly reports on Carrier related KPI metrics, analyze, identify outliers and engage with carriers to identify the cause. Communicate trends, brewing problems and solutions clearly to stakeholders
Manage engagement with relay operations centers and ensure timely support is procured from them for carrier operations in the region
Engage with FCs to secure alignment and ensure shipments are inbounded seamlessly
Work with Carriers, FCs, Business and other stakeholders on continuous improvement projects
Ability to navigate in ambiguous situations and setup mechanisms for smooth operations
Provide volume forecast to carriers during peak season and as the systems become available in Weekly/Monthly Cadence
Document and measure standard work within country and between trading lanes to improve reliability and predictability and performance measurement
Translate basic business problem statements into analysis requirements; Influence and implement specified analytical approach
Write SQL queries, create efficient outputs, pull internal & external data needed with standard query syntax; periodically identify more advanced methods of query optimization
Cross-check pulled data against other published sources to determine fidelity, and drive actionable recommendations from analysis that impact a process or team
Implement/deploy data visualization or communication tools (e.g., metrics dashboards, decks, flashes)
BASIC QUALIFICATIONS
4 years of program or project management experience
Bachelor’s degree in Computer Science, Operations Research, Math, Statistics.
Advanced Microsoft Office skills, particularly Excel and analytical platforms
Experience in developing requirements and formulating business metrics for reporting, familiarity with data visualization tools, e.g. Tableau
Analytical horsepower to break down complex problems, and a strong will to get things done and deliver results
Engagement with cross-border stakeholders and work within in a global team across time-zones
Ability to display complex quantitative data in a simple, intuitive format and to present findings in a clear and concise manner
Superior verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and external organizations
Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
Strong interpersonal skills with ability to interact with all levels of stakeholders.
PREFERRED QUALIFICATIONS
Knowledge of Lean principles and DMAIC methodology
Experience in MS Access and SQL
Experience in requirement gathering and ability to write clear and detailed requirement document
PMP/Six sigma or Project Management certification
6 years of relevant experience in a business analyst, data analyst or Program/Project Management role
Advanced technical or business degree (MS or MBA)
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