At Amazon, we're working to be the most customer-centric company on earth. The goal of Amazon’s Delivery Service Partner (DSP) 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 delivery experience through the introduction of new products and services in the last mile delivery space. Come join the team and help us make history! DSP Delivery Associates (DAs) execute millions of routes each year. As a Senior Program Manager, Listening (People Insights), you will own sentiment mechanisms that monitor and report on the transporter experience. This role is expected to partner with stakeholders across all of Last Mile to drive action out of insight to improve overall sentiment, and is well suited for a candidate that thrives in ambiguity. The Sr PM is expected to be an effective communicator verbally and written and deliver a high level of judgement in decision making. This individual will leverage a background in people insights, preferably in the logistics or gig industry, to translate feedback into actionable insights.

Key job responsibilities
Leverage a deep understanding for the breadth of challenges drivers face to prioritize programs and investments that will measurably improve their experience and retention

Build dashboards, support products, and drive connected solutions that bring to light and make transparent areas experiencing volatility that
negatively impact the DSP DA delivery experience

Own end-to-end analysis and develop case studies to identify pain points related the customer experience

Develop cross-functional solutions to persistent, high-volume pain points through collaborative, influential relationships with Technical, Business, and Field teams

Be comfortable asking questions and collaborating with 3P and leadership to transform ideas into action

Structure recurring communications for senior business leaders and key stakeholders on core programs and opportunities