Senior Program Manager, Air Operations Quality & Continuous Improvement, AIR ACES

The Amazon Air (AIR) process improvement specialist is a core member of the AIR ACES team, who leverages the unique perspective into the customer experience, operational execution, and scalability, and spearheads program improvements, network partnerships, and strategic vision from this. This role will be the leader of the operations concession’s strategy, developing both the short- and long-term roadmaps for network improvement. You will proactively engage with key business stakeholders across the network to bring forward the voice of the customer to identify and deliver critical customer impacting solutions. Areas of concentration will span the entirety of the AIR network, supporting the current operations quality strategy team. There is no shortage of opportunity to relentlessly advocate on behalf of our customers and drive tangible results. Key job responsibilities -

• Own the development of the AIR Ground Operations strategy for defect reduction, distilling the strategic and execution actions, alignment across senior leadership and key stakeholders - Advocate on behalf of Customers and identify experience improvement opportunities throughout the business using data, defect information, and anecdotes -
• Build structured governance models that drive people, process, and improvement to optimize Customer experience end-to-end - Formulate insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in areas of concessions and defect elimination -
• Support development of strategies/programs, and influence prioritization of defect elimination and improved customer experience projects across the organization -
• Develop/drive a periodic business and program progress reporting as it relates to concessions and defect elimination, and manage engagement with the stakeholders -
• Deliver product/program quality improvements based on data that directly or indirectly impacts the customer experience - Travel domestically up to 25% of the time -
• Support onsite activities such as Gemba, daily deep dive, and training operations leaders A day in the life Attend site daily deep dive Attend site Gemba Engage daily with operators and create subject matter experts
• Own a core quality metric - own large network initiatives to improve this metric About the team AIR ACES fosters collaborative partnerships with our stakeholders, empowering them to join us in continuously improving processes in pursuit of operational excellence. ACES supports prioritizes four pillars: 1) Process Quality, 2) Operational Excellence, 3) Continuous Improvement, and 4) Operator Engagement, .