The Senior Manager, AO is the single thread leader accountable for Advocacy Operation’s operational performance, program automation, and long-term strategy planning. They lead a team of Associates and Program Managers whose primary responsibility is protecting Delivery Partner (DP) experience in the face of defects. In addition to driving operational excellence across DP facing defects, the AO leader actively seeks to optimize processes through automation and innovation and where possible, improve the DP Experience (DPX) through defect elimination. They accomplish this by directing and influencing a wide group of stakeholders across multiple countries, VP organizations, and job families (operations, program, product, and tech). They are an independent thinker who makes convincing, data-driven decisions. They devise clear strategy, positioning and execution priorities and will be comfortable Thinking Big and Diving Deep. They will be a pragmatic leader who can identify opportunities and lead the team to translate them into workable, scalable product and process solutions.

As the Senior Manager, they are accountable for AO’s daily payment process, in which the team processes tens of thousands of payments each day, enabling Flex to honor their commitment of next day payment. In addition, they oversee DP standings adjustments ensuring user's standings reflect fairly in their Flex Delivery app, protecting DPX . Finally, the Sr. Manager, AO must lead a team to action disruptions within minutes to ensure DPs have the right information regarding their current/upcoming blocks. The Senior Manager ensures AO is both focusing on operational improvement to ensure rapid and efficient execution in the event of disruptions along with driving an automation roadmap which focuses on upstream innovation. In addition to these things, they must oversee 40 additional recurring processes that are critical Flex’s overall business continuity.

The Senior Manager oversees the hiring and development of a world-class team, they must take innovative talent decisions to scale with business needs, and currently oversees a team of 200+ people both in person and remotely. They demonstrate excellent business judgment and have the ability to generate ideas and solve problems independently. They cannot be satisfied with the status quo and need to continually assess the department based on Flex’s evolution, and reinvent as needed. Although naturally strategic, they will also have strong operational skills and influence decisions on product roadmap and process execution.
They partner with stakeholders to ensure synchronization of our strategy and execution. They partner with multiple teams throughout Flex such as Service Level Standards (SLS), Shipping and Delivery Supports (SDS), Last Mile Payments (LMP), Central Operations (CO), Driver Science, Tech Teams, Business Intelligence (BI), WW Flex Business teams, local Operations teams, and others to test and improve mechanisms, intake new processes, and drive overall improvements to AO’s workload to benefit WW Flex Delivery Partners. Their primary responsibility is to define the operational strategy and be a domain expert of all AO processes. They are also accountable to drive programs and projects with diverse stakeholders across multiple dimensions to improve AO’s processes and compliance.