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Sr. Program Manager, Outbound Operations

1 month ago

Chicago, United States Amazon.com Services LLC - A57 Full time
The Team: Are you passionate about online fulfillment? Do you thrive in a dynamic environment where you have an opportunity to make a significant impact on countless customers daily in a rapidly growing business? The Amazon Fresh Outbound team is looking for a Sr. Program Manager who wants to join an ambitious and driven team. Please note this role will include ~50% travel to Amazon Fresh Stores nationwide.

The Role: As a Sr. Program Manager on the Outbound team, you work across teams focused on delivering a best in class customer experience for all delivery and pickup orders out of our Amazon Fresh stores. In this role you support store leaders in driving results that improve speed, reduce defects and drive innovation. You will have the opportunity to shape and execute innovative strategies used to fulfill online orders out of our retail stores.

A highly analytical candidate with program/project management or grocery operations experience is an ideal fit, as this role will require cross-functional partnership with multiple teams. You will consistently work with external and internal stakeholder teams including product management, non-inventory, safety, food safety, finance, HR and the store teams that you serve. You will use data to track the effectiveness of your projects as well as areas of opportunity for further training or process innovation.

Key job responsibilities
- Responsible for all outbound metrics within the geo including pick up, late batch, imperfect order rate, quality concessions, etc.
- Builds action plans and partners with Regional Managers/Store Managers/Assistant Managers to support improvements.
- Works with the Regional Manager team supporting pre-weekly business reviews, weekly calls and deep dives as needed to improve performance.
- Builds and Maintains a bottom 5 store list for each geo that they update monthly. This includes store visits to each bottom 5 stores and completes the Outbound Audit with the Outbound Assistant Manager.
- Follows up and ensures all audit findings are completed by end of month in partnership with the Store Manager and Assistant Managers.
- Works alongside the labor planning team to review labor spend to plan, SDU and manual shift postings. - Works to ensure the department stays under budget and supports Outbound managers in scheduling.
- Rolls out process changes to their region to improve safety, quality and productivity. Looks for areas to improve and partners with peer Program Managers and tech teams for future process changes.
- Works alongside partner teams to support new store openings in both physical setup and SOP adherence. Validates and improves pre-launch training materials in partnership with the learning team.
- Provides support to stores with escalations. Owns documenting escalations and solving them at scale through updated training, SOP edits and tech improvements.

We are open to hiring candidates to work out of one of the following locations:

Chicago, IL, USA

BASIC QUALIFICATIONS

- 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
- 5+ years of retail industry experience and multi-unit leadership experience
- Open to ~50% travel nationwide depending on needs of the business

PREFERRED QUALIFICATIONS

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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