Sr Program Manager - Heavy Bulky Network, IN - H&B

Job description

We are looking for a data-driven, customer-obsessed Sr. Program Manager to own and improve the key metrics that define the Heavy and Bulky India delivery experience.

This is a unique team that takes ownership to define Network topology, Customer Experience and Cost impact (many elements of this network are WW First).

You will operate at the intersection of operations, supply chain, transportation, category management, and finance to drive programs that enhance delivery speed, reduce customer contacts, optimize network topology, and lower fulfillment costs.

This role requires a builder's mindset — someone who can work backwards from customer experience, dive deep into data, and drive cross-functional alignment across 10+ stakeholder teams.

Key job responsibilities

1) Speed & Delivery Promise

- Own the speed improvement roadmap

- Drive event readiness

- Partner with AMXL Operations, Supply Chain, and Long Haul teams

- Track speed benchmarking against core and competitor networks

2) Contacts Per Unit (CPU) Reduction

Own the H&B CPU reduction strategy across 5 pillars: customer anxiety, self-serve, 3P carrier experience, post-purchase frustration, and operational performance

3) Network Topology & Regionalization

- Drive a Multi-Tier Integrated Network Topology execution

- Partner with teams on topologu, forecasting, buying, and placement.

- Monitor and improve regionalization metrics while balancing cost optimization

4) Cross-Functional Program Management

- Drive Montly / Weekly business review reporting across all 4 metric areas with data-backed narratives and exception management

- Coordinate across 10+ stakeholder teams: Ops, Supply Chain, Category, Customer Service etc.

- Build and maintain mechanisms (dashboards, SOPs, escalation paths) to proactively identify metric deterioration and drive corrective actions

About the team

The IN H&B Delivery Experience team owns all customer input metrics for a high-visibility network transformation, most of which have a direct P&L impact. The role offers high exposure to senior leadership and opportunity to shape the future of non-sort fulfillment at Amazon India.