DESCRIPTIONWe are Flex VOD LC (Voice of Drivers - Listening Channels), which is one of the most important and integral part of Worldwide Flex DP Insights & Experience (WW DPIX) team with a vision to improve the experience of DPs and make their journey friction-less. Our team is looking for a creative, analytical, dynamic and experienced People Manager to join us and help improve DP experience. A successful candidate must be passionate about understanding customer pain points, should have an excellent track record in managing a team, has an unending desire to uncover root causes of any defect, work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical bent of mind, intermediate to advanced expertise in MS Excel, MS Word, SQL etc.., very strong communication skills both written and verbal, relationship building skills and excellent Customer Obsession. A person joining this role must be able to communicate seamlessly effortlessly across the board and influence stakeholders without authority.Key job responsibilitiesManage performance and behavior of 15-20 Amazon Associates through effective 1:1 meetings, coaching, and mentorship.• Implement performance goals, monitor and evaluate against pre-set goals; subsequently design and implement action plans to resolve performance barriers as needed.• Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement• Communicate to Associates a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Driver experience• Communicate policies to associates and monitor compliance; take corrective action as necessary and ensure appropriate documentation• Identifying defects/issues from various ops activities and escalating to PM stakeholders.A day in the lifeExecute daily staffing plans, identify and report significant volume and capacity changes, make just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.• Conduct audits and provide coaching to improve associate performance• Manage schedule, monitor adherence, time-off planning, and attendance in partnership with Workforce Management.• Participate in Kaizen events to identify and implement process improvement change initiatives• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues• Liaise with other departments such as Customer Service, Delivery Stations, or Payments teams as required to resolve Driver issues and questions.• Additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.About the teamThe Amazon Flex, Voice of Driver – Listening Channel team identifies the pain-points provided by drivers (worldwide) by being eyes and ears throughout different in-take channels. These pain-points are identified, analyzed and escalated to concerned stakeholders to engage for resolution. By providing this feedback, we aim to improve delivery experience for drivers in an effort to make Amazon Flex the most preferred gig partner.We are open to hiring candidates to work out of one of the following locations:Hyderabad, TS, INDBASIC QUALIFICATIONS2+ years experience in managing a team of 15-20 Associates. Strong stakeholder management abilities – communicate effectively and collaborate for effective decision-making • Ability to analyze data and use the insights to drive decision making • Ability to foster a positive team environment and collaboration within the site • Approachability and team spirit, as well as an ability to easily gain the trust and support of Associates and peers • Strong prioritization and time management skills, with a high degree of flexibility • Appropriate sense of urgency and adaptability in response to changing business needs • Willing to work in 24/7/365 environment with rotational 5 day shifts, including willingness to work on weekends, and outside of the "standard" work day.PREFERRED QUALIFICATIONSExperience in e-commerce industry · Organization skills – demonstrated ability to work independently to make complex investigations.Ability to communicate complex technical problems in simple statements.Work effectively & independently in a fast-paced environment with tight deadlines.Ability to engage with cross-functional teams for implementation of project/program requirements.Outstanding attention to detail; Exceptional problem solving skills.Experience in business process improvement, Lean/Six Sigma a strong plus.Experience in Program Management is a plus