Program Manager, Delivery Excellence, NA Grocery Delivery

- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- 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

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The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 81,600.00 - 142,800.00 USD annually
USA, TN, Nashville - 66,800.00 - 116,800.00 USD annually
USA, WA, Seattle - 82,700.00 - 129,800.00 USD annually
Join Amazon's NA Grocery Delivery team as a Program Manager, where you will play a crucial role in driving measurable improvements to delivery quality outcomes across all Amazon grocery banners, including Amazon Fresh, Whole Foods Market, and Sub Same Day Grocery. This role will be focused on identifying, analyzing, and resolving delivery quality defects to improve the end-to-end customer experience across diverse grocery delivery formats.

As a Program Manager, you will own delivery quality improvement initiatives across Amazon's grocery delivery network, focusing on reducing delivery defects, improving delivery precision, and enhancing the overall customer experience. This role will own analyzing quality metrics across multiple grocery banners, identifying root causes of delivery failures, and driving cross-functional solutions to structurally reduce defect rates. You will develop and execute action plans that address quality gaps across fulfillment centers, store-based delivery, and last mile operations. In this role, you will collaborate with Operation, Product, Routing & Topology, technical partners, and analytics teams to implement quality improvements from identification through resolution and sustained performance.

Key job responsibilities
- Analyze delivery defect data to identify trends, root causes, and opportunities for structural quality improvement
- Develop and drive cross-functional action plans to reduce delivery defects and improve customer delivery experience
- Partner with Operations, Product, and Technology teams to implement process improvements and system enhancements
- Build and maintain mechanisms to monitor delivery quality performance and escalate emerging issues
- Support strategic initiatives to reduce complete delivery failures, late deliveries, and other quality-impacting defects
- Create and present business reviews, goal updates, and quality deep-dives to leadership