Amazon
Program Manager, Onboarding, Amazon Flex
Our mission is to be Earth's most customer-centric company. This is what unites Amazonians across teams and geographies as we are all striving to delight our customers and make their lives easier, one innovative product, service, and idea at a time.
Sales and customer success
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why Amazon
The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity. Inventing and delivering things that were never thought possible isn't easy, but we embrace this challenge every day.
About the role
DESCRIPTION
With Amazon Flex, individuals can be their own boss by delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced systems, enabling delivery partners to onboard, schedule delivery times, be guided through their delivery route, and more. The approach and technology are nothing short of disruptive, and promise to challenge traditional approaches, and change the way the industry operates.
Reporting into the Head of Marketing, AU, the Program Manager – Onboarding will be responsible for the entire in-app onboarding experience - from the moment of a new account is created until a Delivery Partner has worked their first delivery block. To improve the onboarding and driver experience, you will partner with business, product, operations and tech teams to analyse driver insights, identify opportunities, set priorities and track short term and long-term initiatives. You will define the roadmap to improve the experience, and you will partner with the tech team on pilots and beta programs to launch new features in AU.
Key job responsibilities - Take ownership of the entire onboarding funnel, from account creation through to the first block worked, helping Amazon Flex to onboard and activate the targeted number of Delivery Partners in each region. - Analyse onboarding funnel performance, and identify areas of opportunity to improve overall onboarding funnel yield. - Partner with central Amazon Flex tech teams to scope initiatives and drive improvements across the app in order to improve Delivery Partner Experience, onboarding conversion and compliance. - Work at the strategic level to champion bold and creative ideas, and at a tactical level to ensure execution of plans. - Continuously test and optimise onboarding programs, making continuous improvements based on performance, trends, insights. - Partner with communications to develop messaging sent to our Delivery Partners through the funnel, maintaining the Amazon Flex brand voice. - Maintain the day-to-day management and optimization of onboarding campaigns, including the development, QA, deployment and reporting. - Establish and maintain scalable processes.
BASIC QUALIFICATIONS
- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables) - Experience building, executing and scaling cross-functional programs or marketing campaigns from concept to completion - 4+ years of professional non-internship marketing experience - Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience utilizing systems and tools involving email, web, analytics, and CRM (Marketo, Tableau, Salesforce, etc.) for targeting, segmentation, reporting for demand generation - Experience using customer research, hard data and metrics to back up assumptions, generate forecasts, and assess the efficacy of marketing programs - Have a strong understanding of product and UX, and can use this to identify strategically valuable and viable program opportunities - SQL coding experience and database analysis
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 👍🏼
Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Our team is responsible for driving Seller business growth by providing customized insights and recommendations, educating regarding relevant tools, products, and services, and delivering a positive experience with our program.