Sr. Program Manager-Salesforce, EU DSP Business Health

At Amazon, we’re working to be the most customer-centric company on earth; including how we fulfill and deliver customer orders. The goal of Amazon’s Delivery Service Partner (DSP) Management Team is to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class experience through the introduction of pioneering new products and services in the last mile space.

We are looking for a Sr. Program Manager – Salesforce in our Last Mile organization. The EU DSP Salesforce team works backwards from DSP performance to support the business strategy by designing tools to drive DSP improvement at scale. In this role, you will maximize the value Last Mile derives from Salesforce by leading and implementing strategic projects to enhance our Salesforce org. You will establish mechanisms to increase platform adoption, identify risk, and maintain a high bar for delivering reliable and secure solutions that work backwards from customer needs. This role will be the conduit between the business stakeholders and the Salesforce tech team to deliver improved internal and external workflows through the creation of new features, key data sets and enhanced reporting mechanisms to improve Salesforce user experience.

Key job responsibilities
• Define and improve strategies for how to optimize Salesforce usage in Last Mile
• Develop and deliver on a coherent strategy, including design, user requirements, market assessments, scalable delivery plan, adoption strategy and expansion to the APAC & AMET market
• Create innovative solutions using data and research to address wider challenges in your organisation
• Take a big-picture approach in your analysis of business operations, driving improvements across a range of teams and organisations
• Work alongside senior leadership to establish and prioritise improvement programmes, seeing them through from start to finish

A day in the life
As a Senior Programme Manager, you’ll drive and manage the implementation of creative, data-driven change in Amazon, leading improvement projects and programmes. You’ll use strategic thinking to define and implement an efficient project plan.

Senior Programme Managers have significant responsibilities, and you’ll deal with complex challenges with creativity, innovation, and leadership. With a responsibility extending beyond process improvements, you could also contribute to improving other areas of the business, like diversity, equity, and inclusion.

About the team
This EU DSP Business Health Team is responsible for building DSP lifecycle insights, coaching tools and interventions for the Business Coaches (BCs), designed to increase DSP profitability, performance, reliability and compliance. The team develops standardized EU country BC mechanisms and leverage in country best practices, that allow continuous improvement in all EU regions considering specific legal and/or regulatory conditions and variations. The team creates efficient process landscapes by developing effective tools and mechanisms for the BCs to support DSP success on 5 key pillar that are (1) providing DSP insights via dashboards and XBR metrics integrated via CRM tools (Salesforce) to ensure BC stakeholder connectedness and efficiency of execution, (2) building common coaching routine templates, for local, regional and Pan-EU reviews ensuring high quality outputs, (3) standardizing work routines & providing knowledge management to reduce BCs cognitive load, (4) creating specific coaching routines that work backwards from DSP program health reviews and focus on core business disciplines such as DSP Quality, Fleet & VAS or DSP Compliance to help BCs to guide DSPs to success and (5) supporting monitor and enforcement process (MEP).

BASIC QUALIFICATIONS

• A degree
• Relevant experience communicating with and influencing a range of different stakeholders including senior management
• Relevant experience in managing large-scale programmes or projects
• Detailed knowledge of Salesforce CRM products and experience with implementing Salesforce CRM improvement projects.

PREFERRED QUALIFICATIONS

• Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
• Advanced or master’s degree
• Lean, Six Sigma, Kaizen, Prince2 certifications, or any other project management certification
• Relevant experience working in a supply chain, logistics, or operations environment
• Experience in conceptualising and implementing operational or supply-chain management improvements
• Hold a Salesforce system admin or Salesforce business analyst certification

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