Sr Program Manager Heavy Bulky Network, IN H&B

We are looking for a data-driven customer-obsessed Sr. Program Manager to own and improve the key metrics that define the Heavy and Bulky India delivery experience.
This is a unique team that takes ownership to define Network topology Customer Experience and Cost impact (many elements of this network are WW First).

You will operate at the intersection of operations supply chain transportation category management and finance to drive programs that enhance delivery speed reduce customer contacts optimize network topology and lower fulfillment costs.

This role requires a builders mindset someone who can work backwards from customer experience dive deep into data and drive cross-functional alignment across 10 stakeholder teams.

Key job responsibilities
1) Speed & Delivery Promise
- Own the speed improvement roadmap
- Drive event readiness
- Partner with AMXL Operations Supply Chain and Long Haul teams
- Track speed benchmarking against core and competitor networks

2) Contacts Per Unit (CPU) Reduction
Own the H&B CPU reduction strategy across 5 pillars: customer anxiety self-serve 3P carrier experience post-purchase frustration and operational performance

3) Network Topology & Regionalization
- Drive a Multi-Tier Integrated Network Topology execution
- Partner with teams on topologu forecasting buying and placement.
- Monitor and improve regionalization metrics while balancing cost optimization

4) Cross-Functional Program Management
- Drive Montly / Weekly business review reporting across all 4 metric areas with data-backed narratives and exception management
- Coordinate across 10 stakeholder teams: Ops Supply Chain Category Customer Service etc.
- Build and maintain mechanisms (dashboards SOPs escalation paths) to proactively identify metric deterioration and drive corrective actions

About the team
The IN H&B Delivery Experience team owns all customer input metrics for a high-visibility network transformation most of which have a direct P&L impact. The role offers high exposure to senior leadership and opportunity to shape the future of non-sort fulfillment at Amazon India.

- 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
- Experience owning program strategy end-to-end delivery and communicating results to senior leadership

- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field

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