Sr. Program Manager, Grocery Delivery , NA Grocery Delivery

Join Amazons NA Grocery Delivery team as a Sr. Program Manager where you will own the strategy and execution to reduce pre-pickup delivery failures across the Sub Same Day Grocery (SSD-G) business. Pre-pickup failures instances where customer orders are fully or partially undelivered due to operational defects occurring before a driver departs the station represent one of the most painful customer experiences in grocery delivery and a critical area of focus for the SSD-G program.

In this role you will be the single-threaded owner of identifying quantifying and eliminating the root causes of pre-pickup delivery failures both complete (orders never delivered) and partial (orders delivered with missing items). You will deep dive into operational defects across the order-to-dispatch pipeline including inventory accuracy gaps pick/pack errors staging breakdowns order timeout failures item unavailability and system-driven cancellations to build a comprehensive understanding of where and why orders fail or degrade before ever reaching a customers door. You will define the metrics framework set reduction targets and drive cross-functional accountability with Store Operations Inventory Fulfillment Technology and Delivery partners to implement structural solutions that prevent these failures at the source.

This is a high-impact individual contributor role. Reducing pre-pickup delivery failures directly improves customer trust reduces concessions cost and supports the SSD-G businesss broader goal of reducing delivery failures. Success requires someone who can operate independently in ambiguity translate complex operational data into clear action plans and influence partner teams without direct authority to prioritize and deliver results.

Key job responsibilities
- Own the end-to-end strategy to reduce pre-pickup complete and partial delivery failures across the SSD-G network setting targets and tracking progress against reduction goals.
- Build and maintain the metrics framework that quantifies pre-pickup failure modes root causes and their relative impact on customer experience.
- Deep dive into operational defects across the order-to-dispatch pipeline to identify systemic failure patterns and prioritize highest-impact opportunities.
- Develop business cases that quantify the customer and financial impact of pre-pickup failures to secure investment and prioritization from partner teams.
- Create mechanisms for ongoing monitoring escalation and rapid response to emerging pre-pickup failure trends.

- Bachelors degree in supply chain business engineering finance or related technical or quantitative field
- 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

- 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

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

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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 NY New York - 127200.00 - 185000.00 USD annually