Director, Prime Delivery Experience, Amazon India
Bengaluru, IND
3h ago

Job summary

Fast and Reliable delivery is one of the most important customer benefits of the Amazon India’s Prime Program. Delivery is getting faster and more convenient for online shoppers around the globe, with India leading a number of innovations.

The Delivery Experience Director has the opportunity to define the vision for our core delivery offerings, Prime delivery benefits, and the overall CX which brings it together, all aimed at serving the wide range of customers and Prime members in India.

How many speeds should we offer? How fast should each be? How do our customers consider Prime vs competitive alternatives?

Do different customer segments have different delivery preferences? What differences should there be in delivery experience for remote areas vs urban ones?

How should delivery choices be discovered and selected serendipitously by customers? These are just some of the questions for the Director of DEX to envision.

The Director Delivery Experience will be successful senior leader with a strong track record of building and leading multi-layered teams and delivering real world impact.

You will need to define a vision, a long-term roadmap, hire and develop technical and non-technical talent, think big and innovate to build and scale our solutions, engage with senior business / technical leaders across the company, and through your team deliver meaningful results across a broad range of topics and areas to improve external customer experience.

You will need strong instincts to identify the most critical areas to apply your team’s resources. You will excel at earning trust of senior leaders, communicating multi-faceted findings clearly, and using data and sound business judgment to drive and influence strategic decisions.

You will help business and tech teams shape their product vision and improve customer experience.

You will regularly work cross-functionally and will share and drive best practices across the broader organization as part of the DEX senior leadership team.

You will set a bold direction and energize your team to deliver, have a passion for people leadership and will be building, developing and managing a high-performing and diverse team.

Key job responsibilities

  • Lead and build diverse, multi-disciplinary team spread across multiple locations and time zones.
  • Build strong relationships with key stakeholders and other senior leaders, enabling your team to effectively engage key areas of the business.
  • Engage with product and tech teams across the organization to understand their roadmaps, challenges, and priorities.

  • Define vision and strategy; own the operating plans, resource plans, and roadmap for your teams; think big about the team’s approach and the topics to take on.
  • Champion bold ideas on how to evolve and grow the capabilities of the team including both technical and non-technical methods used to perform the work.
  • Establish mechanisms for your teams to monitor industry trends and developments.
  • Hire, coach, and develop talent across multiple job roles. Create an inclusive and engaging work environment, balancing business needs with individual development opportunities.

  • Set team goals, priorities, establish metrics, processes and mechanisms to ensure the highest standards are achieved.

  • 10+ years of people management - hiring, developing and leading teams
  • 15+ years of relevant professional experience of technical product leadership, including managing significant cross functional products and scaling product and engineering organizations.
  • Masters / Bachelor’s degree in business or computer science or commensurate experience.

    In-depth knowledge of product design practices.

  • In-depth knowledge of software design practices
  • Excellent critical thinking and problem-solving skills.
  • Excellent oral and written communication skills.
  • Ability to deal with ambiguity and find innovative solutions.
  • A strong reputation for hiring and developing the best talent.
  • Ability to handle multiple competing priorities in a fast-paced environment
  • Ability to influence senior leaders to drive long term investments and priorities
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