Senior Program Manager, Delivery Performance and Customer Experience, Amazon NOW

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: Drive end-to-end performance excellence for on-road delivery operations through comprehensive monitoring, analysis, and optimization. Establish robust frameworks to enhance delivery efficiency while maintaining optimal cost structures across the network.Lead real-time tracking and resolution of delivery disruptions while managing critical escalations through data-driven decision making. Design and implement cost optimization initiatives by analyzing performance trends and creating scalable solutions for recurring operational challenges.Partner with key stakeholders to drive execution of enhancement programs and develop automated reporting systems for improved performance visibility. Conduct thorough root cause analysis to implement effective corrective actions, optimizing resource utilization while maintaining service quality.Proactively identify improvement opportunities. Manage cost metrics and drive efficiency improvements through innovative solutions and process refinements. Direct strategic initiatives to balance operational excellence with cost effectiveness in the ultra-fast delivery ecosystem.Key job responsibilities • Drive end-to-end monitoring and optimization of on-road delivery performance, ensuring seamless customer delivery experience through data-driven decision making• Establish and manage performance frameworks, metrics, and automated reporting systems for enhanced visibility and tracking of delivery operations• Lead real-time escalation management and resolution of delivery disruptions to maintain high customer satisfaction and service quality standards• Design and implement cost optimization initiatives through performance trend analysis and resource utilization improvements without compromising delivery experience• Partner with stakeholders to execute enhancement programs and develop scalable solutions that elevate both operational efficiency and customer delivery satisfaction• Develop and maintain comprehensive partner scorecards, providing regular performance feedback and coaching to delivery partners to drive continuous improvement• Implement structured feedback mechanisms and action plans for delivery partners, ensuring alignment with service standards and performance expectations• Direct strategic initiatives balancing operational excellence, customer experience, and cost effectiveness in the ultra-fast delivery ecosystem• Drive partner performance management through data-driven insights, regular reviews, and collaborative improvement programsAbout the team As a pioneering team in Amazon's quick commerce initiative in India, we are establishing new benchmarks in ultra-fast delivery service. Our team operates at the intersection of innovation and execution, creating first-of-its-kind solutions while maintaining Amazon's customer-centric approach.We are building foundational elements of the quick commerce network from the ground up, including development of operational frameworks, technology integration, and service optimization. The team consistently demonstrates agility in learning and implementing improvements, turning challenges into opportunities for growth.Our collaborative environment encourages experimentation and rapid iteration, allowing us to establish robust playbooks that will shape the future of quick commerce. We maintain a strong focus on data-driven decision making while fostering a culture of ownership and innovation.The team's work directly influences Amazon's quick commerce strategy, setting precedents for operational excellence and customer experience. Through continuous learning and adaptation, we are creating scalable solutions that will define the next generation of ultra-fast delivery services.This dynamic environment offers unique opportunities to shape and transform the quick commerce landscape while working with passionate individuals committed to exceptional service delivery. BASIC QUALIFICATIONS: - 5+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership PREFERRED 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 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.