Program Manager, Delivery Excellence, NA Grocery Delivery

Description

Join Amazon's NA Grocery Delivery team as a Program Manager, where you will play a crucial role in driving measurable improvements to delivery quality outcomes across all Amazon grocery banners, including Amazon Fresh, Whole Foods Market, and Sub Same Day Grocery. This role will be focused on identifying, analyzing, and resolving delivery quality defects to improve the end‑to‑end customer experience across diverse grocery delivery formats.

As a Program Manager, you will own delivery quality improvement initiatives across Amazon's grocery delivery network, focusing on reducing delivery defects, improving delivery precision, and enhancing the overall customer experience. This role will own analyzing quality metrics across multiple grocery banners, identifying root causes of delivery failures, and driving cross‑functional solutions to structurally reduce defect rates. You will develop and execute action plans that address quality gaps across fulfillment centers, store‑based delivery, and last mile operations.

In this role, you will collaborate with Operation, Product, Routing & Topology, technical partners, and analytics teams to implement quality improvements from identification through resolution and sustained performance.

• Analyze delivery defect data to identify trends, root causes, and opportunities for structural quality improvement
• Develop and drive cross-functional action plans to reduce delivery defects and improve customer delivery experience
• Partner with Operations, Product, and Technology teams to implement process improvements and system enhancements
• Build and maintain mechanisms to monitor delivery quality performance and escalate emerging issues
• Support strategic initiatives to reduce complete delivery failures, late deliveries, and other quality-impacting defects
• Create and present business reviews, goal updates, and quality deep-dives to leadership