Amazon Flex Service Level Standards Lead JP, 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. Amazon Flex is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to on-board, schedule delivery times, guide them through their deliveries with in-app mapping and navigation, and more. Amazon Flex is seeking an exceptional Program Manager to lead our JP Service Level Standards (SLS) program. This role will be responsible for defining, implementing, and continuously improving service level standards across JP Amazon Flex, ensuring world-class delivery partner experience and customer satisfaction. At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture. Key job responsibilities Strategic Leadership • Define and own the JP strategy for Flex Service Level Standards. • Develop the overall program vision, mission, and tenets that align with Amazon Flex's long-term objectives • Create scalable mechanisms and frameworks that can be adapted to regional requirements while maintaining global consistency • Partner with senior leadership to set objectives, analyze data, and drive improvements quantified with metrics Program Execution • Establish world-class evaluation processes for delivery partners that ensure consistent service quality • Identify root causes and recognize trends through customer and delivery partner feedback to solve ambiguous problems • Proactively mitigate risks before they become roadblocks to program success • Drive cross-functional collaboration with Operations, Technology, Product, and Marketing teams globally