Job Title

Sr Program Manager, Delivery Experience, GSF Last Mile TeamJob Summary: Lead the Grocery Store Fresh (GSF) Delivery Experience Team in building and optimizing the customer experience at the doorstep. Responsible for creating and implementing programs that ensure an excellent open-box delivery experience within promised windows, collaborating cross-functionally with Product Management, Operations, Category, and Business teams. Focus areas include reducing upstream and on-road defects, improving delivery partner experience, and enhancing post-order customer satisfaction. Core Charter: End-to-end ownership of delivery experience programs Define and monitor key performance indicators Create and execute strategies to improve performance Lead customer listening programs and thematic improvements Provide regular updates to leadership and track milestones Key Responsibilities: Strategic Program ManagementDesign and implement programs to improve customer experience metrics Develop and monitor KPIs across delivery touchpoints Create scorecards to measure program success Lead cross-functional initiatives for delivery experience improvement Manage stakeholder communications and leadership updatesUTR (Under the Roof) ExcellenceOversee FC-LM handover audits Improve handling of sensitive ASINs and temperature compliance Implement digital daily briefing programs Manage upstream quality control processesDelivery Quality & Customer ExperienceMonitor and enhance metrics like LM concession rates and TSDBNR Implement delivery associate performance management systems Reduce delivery defects Design customer experience improvement initiativesDriver Experience & Voice of Delivery PartnerManage Driver Roundtable (DART) programs Implement feedback and improvement mechanisms Enhance delivery partner satisfaction and retention Design recognition and incentive programsMinimum Requirements: 5+ years of experience working cross-functionally with tech and non-tech teams 5+ years in program or project management Experience delivering cross-functional projects Proficiency in defining program requirements and using data for improvements 2+ years of driving process improvements Master's degree or MBA in business, operations, human resources, or related fields Our inclusive culture empowers Amazonians to deliver the best results. If you need workplace accommodations during the application or hiring process, please visitthis link . For regions not listed, contact your Recruiting Partner.#J-18808-Ljbffr