Program Manager I, DSP Delivery Feedback and Insights (DFI)

Job description

Are you passionate about making improvements to both internal and external customer experience? Do you thrive in a fast-paced, dynamic environment? Are you looking for a role with high impact and high visibility? We are looking for a motivated, organized self-starter to join as a Program Manager I on the Delivery Feedback and Insights (DFI) Performance team!

Key job responsibilities

• Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendations.
• Manage project schedules with input from program/project teams, identifying key milestones.
• Drive recommendations and prioritization with input from senior program managers.
• Lead collaboration with business and technical teams to deliver solutions that are scalable, secure, and flexible while maintaining a strong customer focus.
• Communicate clearly and concisely (verbal and written) to managers and cross-functional stakeholders on program status and decisions.
• Track and report on key delivery performance metrics.
• Own, track, and escalate issues to ensure they are addressed and resolved.
• Serve as the primary escalation point for project team members.

A day in the life

In this role, the Program Manager will work closely with senior leaders in the Last Mile space as well as key partner organizations (e.g., Operations, Customer Service, LMAQ, WHS) to ensure success. The Program Manager will own performance programs and mechanisms used by internal customers, such as Delivery Service Providers (DSPs) and Business Coaches (BCs), with a focus on measuring and improving Delivery Associate (DA) performance.

You will be successful in this role if you 1) have a strong sense of ownership and seek long-term solutions that allow DFI to scale, 2) can develop data-based insights and turn them into actionable work-plans, and 3) clearly communicate, both verbally and in writing, to drive buy-in and adoption across a diverse group of stakeholders with competing priorities.

About the team

The Delivery Feedback and Insights (DFI) team, part of the broader Delivery Service Partner (DSP) organization, maintains the end-to-end pipeline of Delivery Associate (DA) feedback, ingesting ~1.2M cases annually (globally). DFI investigates and issues infractions based on global standards and regional requirements, and the team’s goal is to achieve zero delivery complaints and industry-leading delivery standards across all geographies where the DSP Program operates.

To achieve that, DFI employs rigorous case management standards to produce delivery insights, equip DSPs with data-driven tooling to improve DA performance, and collect closed-loop feedback to enhance detection capabilities