Program Manager , Ops Tech Solutions Delivery

We're seeking a Service Readiness Program Manager who will own the end-to-end readiness lifecycle for technology changes impacting our grocery store environments. In this role, you will partner directly with product and engineering teams to assess incoming changes for support impact, coordinate the creation and maintenance of knowledge articles, develop training curricula for support desk technicians, and validate operational readiness prior to go-live.

You will serve as the primary point of contact between technology stakeholders and the support desk, translating complex technical changes into actionable support strategies that enable our teams to deliver exceptional customer experiences from day one.

The ideal candidate thrives in ambiguity, can manage multiple concurrent service transitions, and brings a bias for action when identifying gaps in readiness. You will be expected to build and maintain strong cross-functional relationships across Whole Foods Market and Amazon teams while driving continuous improvement in how we prepare for and execute service transitions. This is a high-visibility role where your work directly impacts the support experience for thousands of store employees and millions of customers across our grocery ecosystem.

• Lead comprehensive project intake and approval processes for technology implementations
• Facilitate cross-functional collaboration between project managers, technical experts, and service desk leadership
• Develop strategic improvement plans using data-driven insights and comprehensive analysis
• Create compelling business cases that quantify potential impacts and drive strategic decision-making
• Design and implement processes that enhance operational efficiency and service delivery

Your day will be a blend of strategic planning, collaborative problem-solving, and cross-functional engagement. You'll navigate intricate technology implementations, connect diverse teams, and translate complex technical requirements into actionable plans that drive meaningful change.

Our Worldwide Grocery Stores Service Desk Team is a collaborative, forward-thinking group dedicated to enhancing operational excellence. We're committed to creating innovative solutions that support our global grocery ecosystem, and we're looking for someone who can help us push the boundaries of what's possible. The Service Readiness Team (SRT) operates within this organization, serving as the critical bridge between technology deployment and operational readiness.

The team ensures seamless service transitions for technology implementations and process changes across Whole Foods Market stores. Through 3 core functions, training, knowledge management, and service transition management, the SRT ensures that support desk teams are fully prepared to assist end users from day one of any new launch or change.

• 1+ years of program or project management experience
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Experience in a highly analytical, results-oriented environment with cross functional interactions

• Experience working in a fast-paced and ambiguous environment
• Bachelor's degree or equivalent
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• Experience influencing internal and external stakeholders
• Experience in managing multiple, competing priorities simultaneously
• Experience defining marketing strategy and executional excellence
• Experience in business analytics with demonstrated proficiency in quantitative analysis using SQL, databases, and Excel in a business environment
• Demonstrated ability to dive deep in understanding the product, our business and the competitive landscape

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