Program Manager II, Delivery Quality & Process Integration, NA Grocery Delivery

Amazon; New York (NY); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO

401(k) Plan

Parental leave

Job summary

Amazon's NA Grocery Delivery team seeks a Program Manager to own upstream operations integration across station operations, fulfillment, and last mile delivery in SSD-G, ensuring timely delivery and SLA compliance.

You will define metrics, build dashboards, surface gaps, and drive cross-functional solutions, turning upstream insights into action to reduce delivery defects.

Qualifications

• Define and maintain the metrics framework that connects upstream process performance to SSD-G delivery outcomes.
• Serve as the delivery team's single-threaded POC for upstream operations partners, building relationships and driving alignment across teams.
• Build reporting and dashboards that provide visibility into upstream process health and escalate emerging risks.
• Drive deliverables end-to-end, from scoping and design through execution and sustained performance tracking.

Responsibilities

• Define and maintain the metrics framework that connects upstream process performance to SSD-G delivery outcomes.
• Serve as the delivery team's single-threaded POC for upstream operations partners, building relationships and driving alignment across teams.
• Build reporting and dashboards that provide visibility into upstream process health and escalate emerging risks.
• Drive deliverables end-to-end, from scoping and design through execution and sustained performance tracking.

Job description

Description

Join Amazon's NA Grocery Delivery team as a Program Manager, where you will serve as the central point of contact on the delivery team for driving initiatives that streamline upstream operations processes critical to Sub Same Day Grocery (SSD-G) delivery outcomes. In this role, you will bridge the gap between station operations, fulfillment processes, and last mile delivery, ensuring that upstream workflows are optimized to support delivery timeliness, order quality, and SLA compliance.

As the owner of SSD-G delivery process operations integration, you will identify and track KPIs across the end-to-end delivery pipeline, surface gaps where upstream process breakdowns drive downstream delivery defects, and work cross-functionally to design and implement solutions. This includes owning the identification of virtual-physical mismatches that create delivery failures, monitoring order damage and quality metrics, and driving accountability for key SLA compliance across partner teams. You will ideate, create, design, and drive completion of deliverables that structurally improve the connection between upstream operations and delivery outcomes.

Key job responsibilities

• Define and maintain the metrics framework that connects upstream process performance to SSD-G delivery outcomes.
• Serve as the delivery team's single-threaded POC for upstream operations partners, building relationships and driving alignment across teams.
• Build reporting and dashboards that provide visibility into upstream process health and **escalate emerging risks**.
• Drive deliverables end-to-end, from scoping and design through execution and sustained performance tracking.

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan