Description

The Change Manager for the DSP Program owns all change initiatives (from intake to delivery and post launch review) associated with up to three technical partner teams and also partners with one country L7-L8 DSPM. They work collaboratively with multiple stakeholders and partner teams to define and execute change initiatives to deliver optimized processes, tools, interfaces and policies to our DSPs.

CM are gatekeepers of the DSP and DA experience and are primarily tasked with optimizing DSP/DAs experience. The change process is a structural mechanism ahead of implementing changes that impact DSPs/DAs and (or) require action of DSP teams. It builds the right amount of friction between innovating at speed, quality, and change fatigue.

Unlike Program / Product leads who are experts across their verticals, SCM has deep understanding across all facets of DSP and AMZL. CMs have an overall view on current status, up-coming programs across the network (4-5 months), DSP sentiment through previous changes and current issues affecting DSPs. CM as a process starts when a Project owner is assigned a program and engages with the CM process. On receipt of a new program intake, CMs use this vantage view to see around corners on impacts of a program in conjunction with the other programs / products. They work with Project / Change Owner to identify potential pitfalls / challenges, interplays and impact on other programs (live and in pipeline). CMs interact with impacted stakeholders and help Project Owners create mitigation plans (including red-lighting a project). The CM provides a clearly defined path for ideation, implementation, communication, and reporting while minimizing any ambiguity and confusion that would occur if changes are implemented without pro-actively understanding a change’s (un)intended consequences for DSPs/DAs. This ultimately ensures we realize the benefits of new tools, technologies, and processes in the shortest timeframe possible, whilst maintaining high level quality.

Key job responsibilities

• The CM manages complex and ambiguous initiatives, delivering critical solutions, significant improvements, new mechanisms, or deprecating processes that are no longer needed. They proactively identify risks and bring them to the attention of the team and stakeholders with plans for mitigation before they become roadblocks. These efforts require them to work with multiple teams in and/or across organizations at AMET level.

• They understand the interdependencies of the business problems they help solve (e.g., aligned workflows, customer requirements, process limitations, legal or compliance requirements, program support, etc.). They prioritise projects and feature sets and business strategy through data-driven contributions. They are able to make a case for project priorities and/or appropriate program adoption, to achieve a desired business outcome, resolve a deficiency, or unblock delivery.

• Communicate ideas effectively, verbally and in writing, to a wide range of audiences including Directors and VPs. They foster a constructive dialogue, harmonize discordant views, provide tailored recommendations and lead the resolution of contentious issues (build consensus). They partner successfully with project and program managers, WW stakeholders, DSPs and business partner teams.

• Structures and develops implementation plans and works with Ops leaders as a credible business partner to Amazon’s Operations network to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.

• Possesses relevant understanding and experience on operational processes and workflow. Able to dive deep in the operational process to correct underperforming parts and acts as a trouble shooter.

• Provides technical/operational guidance to the teams, managers, and field personnel on their projects or part of the medium to large project and processes.

About the team

At Amazon Logistics, our goal is to provide customers with an incredible package delivery experience through the last mile of the order. To achieve this goal, we partner with a network of DSPs to deliver customer orders. Utilizing continuous improvement initiatives and creative thinking, our DSPs ensure that millions of packages reach their final destination as efficiently as possible.

We are open to hiring candidates to work out of one of the following locations:

Dubai, ARE

Basic Qualifications

• 3+ years of team management experience

• 3+ years of program or project management experience

• 3+ years of working cross functionally with tech and non-tech teams experience

• 3+ years of delivering cross functional projects experience

• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization

• Experience in data mining, data management, reporting, and SQL queries