Program Manager, Delivery Quality, NA Grocery Delivery

Job description

Join Amazon's NA Grocery Delivery team as a Program Manager, where you will serve as the central point of contact on the delivery team for driving initiatives that streamline upstream operations processes critical to Grocery Fulfillment Centers (GFC) and Whole Foods Market (WFM) delivery outcomes. In this role, you will bridge the gap between station operations, fulfillment processes, and last mile delivery — ensuring that upstream workflows are optimized to support delivery timeliness, order quality, and SLA compliance.

As an owner of the NA Grocery delivery process, you will identify and track KPIs across the end-to-end delivery pipeline, surface gaps where upstream process breakdowns drive downstream delivery defects, and work cross-functionally to design and implement solutions. This includes owning the identification of virtual-physical mismatches that create delivery failures, monitoring order damage and quality metrics, and driving accountability for key SLA compliance across partner teams.

You will ideate, create, design, and drive completion of deliverables that structurally improve the connection between upstream operations and delivery outcomes.

Key job responsibilities

- Define and maintain the metrics framework that connects upstream process performance to NA Grocery delivery outcomes.

- Serve as the delivery team's single-threaded POC for upstream operations partners, building relationships and driving alignment across teams.

- Build reporting and dashboards that provide visibility into upstream process health and escalate emerging risks.

- Drive deliverables end-to-end — from scoping and design through execution and sustained performance tracking.