About This Role
This Program Manager role is within Amazon's NA Grocery Delivery team, focusing on streamlining upstream operations processes crucial for Sub Same Day Grocery (SSD-G) delivery outcomes. The role involves bridging the gap between station operations, fulfillment processes, and last-mile delivery to optimize workflows for timeliness, order quality, and SLA compliance.
Responsibilities
- Serve as the central point of contact on the delivery team for driving initiatives that streamline upstream operations processes critical to Sub Same Day Grocery (SSD-G) delivery outcomes
- Bridge the gap between station operations, fulfillment processes, and last-mile delivery, ensuring that upstream workflows are optimized to support delivery timeliness, order quality, and SLA compliance
- Identify and track KPIs across the end-to-end delivery pipeline
- Surface gaps where upstream process breakdowns drive downstream delivery defects
- Work cross-functionally to design and implement solutions
- Own the identification of virtual-physical mismatches that create delivery failures
- Monitor order damage and quality metrics
- Drive accountability for key SLA compliance across partner teams
- Ideate, create, design, and drive completion of deliverables that structurally improve the connection between upstream operations and delivery outcomes
- Define and maintain the metrics framework that connects upstream process performance to SSD-G delivery outcomes
- Serve as the delivery team's single-threaded POC for upstream operations partners, building relationships and driving alignment across teams
- Build reporting and dashboards that provide visibility into upstream process health and escalate emerging risks
- Drive deliverables end-to-end, from scoping and design through execution and sustained performance tracking
Requirements
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross-functionally with tech and non-tech teams
- Bachelor's degree
- 3+ years of driving end-to-end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
About the Company
Amazon values people with unique backgrounds, experiences, and skillsets, and seeks individuals passionate about making an impact on a global scale.
