The Last Mile Short Term Labor Planning Products team is seeking an experienced Program Manager to define and lead product and feature rollout processes, as well as the customer experience measurement and analysis strategy, for our Under the Roof Short Term Labor Planning products serving Last Mile operations. This individual will collaborate with Product Managers and Technology teams to ensure that our new product and feature releases provide the best possible customer experience for our end users. They will also drive end-to-end customer experience excellence, from process definition through metrics tracking and continuous improvement.
This role offers the opportunity to shape the customer experience for critical labor planning and execution tools used across our last mile operations network. It will directly influence the efficiency and effectiveness of Amazon's Last Mile operations by reducing labor costs through improved planning and forecasting, increasing operational productivity through optimized workforce management, enhancing the associate experience through better scheduling and workload distribution, and driving innovation in labor planning technology and processes.
The ideal candidate will combine strong program management skills with customer experience expertise, a passion for operational excellence, and the willingness and ability to dive deep to find answers.
Key job responsibilities
- Lead feature releases from pilot to full deployment
- Create training materials and documentation
- Manage testing, rollout, and deprecation plans
- Establish customer feedback programs
- Analyze usage patterns and feedback
- Lead issue resolution and improvement initiatives
- Optimize customer journeys
- Track CX metrics and feature adoption
- Develop dashboards and reporting
- Drive data-informed decision making
- Report CX metrics to senior leaders
- Collaborate with operations teams
About the team
The Last Mile Short Term Labor Planning Products team collaborates with multiple tech, science, data engineering, and analytics teams to deliver and enhance short term labor planning and capacity setting tools. Our operations customers, across multiple lines of business and geographies, use our tools to maximize the Amazon fulfilled delivery experience while minimizing labor cost and optimizing the delivery associate experience.
