Program Manager, Delivery Quality, NA Grocery Delivery

Join Amazon's NA Grocery Delivery team as a Program Manager, where you will serve as the central point of contact on the delivery team for driving initiatives that streamline upstream operations processes critical to Grocery Fulfillment Centers (GFC) and Whole Foods Market (WFM) delivery outcomes. In this role, you will 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.

As an owner of the NA Grocery delivery process, you will identify and track KPIs across the end-to-end delivery pipeline, surface gaps where upstream process breakdowns drive downstream delivery defects, and work cross-functionally to design and implement solutions. This includes owning the identification of virtual-physical mismatches that create delivery failures, monitoring order damage and quality metrics, and driving accountability for key SLA compliance across partner teams. You will ideate, create, design, and drive completion of deliverables that structurally improve the connection between upstream operations and delivery outcomes.

Key job responsibilities
- Define and maintain the metrics framework that connects upstream process performance to NA Grocery 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. - Bachelor's degree in supply chain, business, engineering, finance or related technical or quantitative field
- 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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, WA, Seattle - 82,700.00 - 129,800.00 USD annually