Sr. Program Manager - Routing SME, AMZL

DESCRIPTION

• Key Responsibilities

• Standardize routing workflows network-wide to ensure uniform configuration and execution across all zones, eliminating regional variability and establishing consistent operational practices
• Develop and maintain comprehensive Standard Operating Procedures (SOPs), Standard Instructions for Jobs (SIJs), and training modules that enable scalable operations across the network
• Create unified processes documentation that serves as the single source of truth for routing operations, ensuring all stations follow standardized protocols
• Partner with Operations teams to validate SOPs align with ground realities and operational constraints
• Collaborate with ACES teams to ensure routing standards integrate seamlessly with dispatch and delivery workflows

• Drive configuration management initiatives to optimize block mix, reduce Out-of-Route (OOR) leakage, and improve overall routing efficiency
• Implement and monitor routing parameters, service type compliance, and dispatch planning configurations across all stations
• Analyze routing performance metrics and implement data-driven configuration changes to enhance operational outcomes
• Work with Product teams to identify system enhancements and feature requirements that support standardized routing practices
• Partner with ACES to ensure configuration changes are properly implemented in routing systems and tools

• Develop comprehensive training modules and SIJs that enable new and existing team members to execute routing operations with consistency and excellence
• Design scalable training programs that can be deployed across multiple stations simultaneously
• Create simplified, user-friendly documentation that reduces complexity and improves adoption rates
• Collaborate with Learning teams to integrate routing training into formal learning paths and certification programs
• Partner with Operations teams to identify skill gaps and develop targeted capability-building initiatives
• Work with Learning to establish train-the-trainer programs that enable local champions to support ongoing capability development

• Establish governance frameworks for routing changes and updates, ensuring proper review, approval, and implementation processes
• Monitor compliance with standardized routing procedures and performance metrics across all stations
• Implement quality control mechanisms to maintain consistency and identify areas for improvement
• Create cross-functional governance committees with representation from ACES, Product, Operations, and other key stakeholders

• Track and report on key routing metrics including OOR percentage, dispatch compliance, service type adherence, and routing efficiency
• Conduct regular audits of routing configurations and processes to ensure alignment with established standards
• Drive continuous improvement initiatives based on performance data and operational feedback
• Partner with Finance to develop cost-per-package metrics and efficiency benchmarks

BASIC QUALIFICATIONS

• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of program or project management experience
• 5+ years of delivering cross functional projects experience
• Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

• 6+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field