Program Manager, Issue Escalation, Worldwide Grocery Stores (WWFS) Support Services
Share
Job Location:
Arlington, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Key job responsibilities
Leads Issue Escalation Program Management across Retail Operations setting the strategic 3-year vision for centralization of program work.
Creates and manages intake mechanisms to support new escalation requests updates to existing escalation paths and provides consulting for dynamic and strategic needs.
Provides weekly reporting and insights to Weekly Business Reviews (WBRs) delivering data-driven analysis on escalation trends and program performance.
Leads Quarterly Business Reviews (QBRs) for all Issue Escalations presenting comprehensive program metrics and strategic recommendations to leadership.
Delivers monthly snapshot reporting for Operational leaders highlighting key trends SLA performance and high-impact issues.
Leads cross-functional stakeholder engagement to improve Issue Escalation SLAs driving continuous improvement initiatives across teams.
Conducts deep-dive analysis on trends of high-impact issues across stores identifying root causes and recommending systemic solutions.
Coordinates the dissemination of escalation processes and training plans for new initiatives and special functions.
Ensures compliance with all local state and federal regulations related to escalation handling and customer issue resolution.
Remains aware of and informs leadership of emerging trends in issue escalations. Makes process improvement recommendations based on emerging patterns.
- 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
- Experience with program management spanning planning execution and project delivery
- Advanced understanding of issue escalation frameworks SLA management and program governance.
- Advanced proficiency in creating executive-level reporting for WBRs QBRs and monthly operational snapshots.
- Expert knowledge of Microsoft Office project management tools and workflow management software for program tracking and reporting.
- Advanced understanding of retail operations store performance metrics and customer experience indicators.
- Proven ability to manage multiple concurrent escalation paths and prioritize based on business impact.
- Strong consulting skills to advise teams on escalation strategy and process optimization.
- Demonstrates excellent knowledge of WFM operations common issue patterns and resolution pathways.
- Ability to influence without direct authority and drive organizational change through data and insights.
- 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 for more information. If the country/region youre applying in isnt 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 IL Chicago - 74200.00 - 129800.00 USD annually
USA TX Austin - 74200.00 - 129800.00 USD annually
USA VA Arlington - 74200.00 - 129800.00 USD annually
USA WA Seattle - 82700.00 - 129800.00 USD annually
Required Experience:
Manager
Key Skills
About Company
Free shipping on millions of items. Get the best of Shopping and Entertainment with Prime. Enjoy low prices and great deals on the largest selection of everyday essentials and other products, including fashion, home, beauty, electronics, Alexa Devices, sporting goods, toys, automotive ... View more
