Sr Program Manager, Delivery Experience, GSF Last Mile Team
Sr Program Manager, Delivery Experience, GSF Last Mile Team
Posted on :
10-05-2025
Employer Active
1 Vacancy
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Job 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 openbox delivery experience within promised windows while working crossfunctionally with Product Management Operations Category and Business teams. The position focuses on three key pillars: reducing upstream and onroad defects improving delivery partner experience and enhancing postorder customer experience.
Core Charter:
Endtoend ownership of delivery experience programs
Define and track input/output metrics for key performance indicators
Create and execute pathtogreen strategies
Lead active customer listening programs and themebased improvements
Regular leadership updates and milestone tracking
Key Responsibilities:
Program Management
a. Design and implement programs to achieve
customer experience metrics
b. Develop and track key performance
indicators across all delivery touchpoints
c. Create and maintain scorecards for program
success measurement
d. Lead crossfunctional initiatives to improve
delivery experience
e. Regular stakeholder management and
leadership updates
(Under the Roof) Excellence
a. Oversee FCLM handover audit processes
b. Drive improvement in sensitive ASIN
handling and temperature compliance
c. Implement digital daily briefing programs
d. Manage quality control processes for
upstream operations
Quality & Customer Experience
a. Monitor and improve key metrics including
LM concession rates and TSDBNR
b. Implement delivery associate performance
management systems
c. Drive reduction in delivery defects
d. Design and execute customer experience
improvement initiatives
Experience & Voice of Delivery Partner
a. Manage Driver Roundtable (DART) programs
b. Implement feedback mechanisms and
improvement initiatives
c. Drive delivery partner satisfaction and
retention programs
d. Design and execute recognition and
incentive programs
5 years of working cross functionally with tech and nontech 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 improvements
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
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
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 openbox delivery experience within promised windows while working crossfunctionally with Product Management Operations Category and Business teams. The position focuses on three key pillars: reducing upstream and onroad defects improving delivery partner experience and enhancing postorder customer experience.
Core Charter:
Endtoend ownership of delivery experience programs
Define and track input/output metrics for key performance indicators
Create and execute pathtogreen strategies
Lead active customer listening programs and themebased improvements
Regular leadership updates and milestone tracking
Key Responsibilities:
Program Management
a. Design and implement programs to achieve
customer experience metrics
b. Develop and track key performance
indicators across all delivery touchpoints
c. Create and maintain scorecards for program
success measurement
d. Lead crossfunctional initiatives to improve
delivery experience
e. Regular stakeholder management and
leadership updates
(Under the Roof) Excellence
a. Oversee FCLM handover audit processes
b. Drive improvement in sensitive ASIN
handling and temperature compliance
c. Implement digital daily briefing programs
d. Manage quality control processes for
upstream operations
Quality & Customer Experience
a. Monitor and improve key metrics including
LM concession rates and TSDBNR
b. Implement delivery associate performance
management systems
c. Drive reduction in delivery defects
d. Design and execute customer experience
improvement initiatives
Experience & Voice of Delivery Partner
a. Manage Driver Roundtable (DART) programs
b. Implement feedback mechanisms and
improvement initiatives
c. Drive delivery partner satisfaction and
retention programs
d. Design and execute recognition and
incentive programs
5 years of working cross functionally with tech and nontech 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 improvements
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
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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