Job Title

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION:Job Summary:Lead the Grocery Store Fresh (GSF) Delivery Experience Team in building and optimizing the preferred customer experience journey at doorstep. This role is responsible for creating and implementing programs that ensure excellent open-box delivery experience within promised windows, while working cross-functionally with Product Management, Operations, Category, and Business teams. The position focuses on three key pillars: reducing upstream and on-road defects, improving delivery partner experience, and enhancing post-order customer experience.Core Charter:•End-to-end ownership of delivery experience programs•Define and track input/output metrics for key performance indicators•Create and execute path-to-green strategies•Lead active customer listening programs and theme-based improvements•Regular leadership updates and milestone trackingKey Responsibilities:1.Strategic Program Managementa. Design and implement programs to achievecustomer experience metricsb. Develop and track key performanceindicators across all delivery touchpointsc. Create and maintain scorecards for programsuccess measurementd. Lead cross-functional initiatives to improvedelivery experiencee. Regular stakeholder management andleadership updates2.UTR (Under the Roof) Excellencea. Oversee FC-LM handover audit processesb. Drive improvement in sensitive ASINhandling and temperature compliancec. Implement digital daily briefing programsd. Manage quality control processes forupstream operations3.Delivery Quality & Customer Experiencea. Monitor and improve key metrics includingLM concession rates and TSDBNRb. Implement delivery associate performancemanagement systemsc. Drive reduction in delivery defectsd. Design and execute customer experienceimprovement initiatives4.Driver Experience & Voice of Delivery Partnera. Manage Driver Roundtable (DART) programsb. Implement feedback mechanisms andimprovement initiativesc. Drive delivery partner satisfaction andretention programsd. Design and execute recognition andincentive programsBASIC 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 improvementsPREFERRED QUALIFICATIONS:- 2+ years of driving process improvements experience- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related fieldOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.