Program Manager, NA QC CO, RoW GSF & Now CO

Join our Global Specialty Fulfillment Central Operations team as a Program Manager I where you'll drive operational excellence for our quick commerce business in North America. In this high-impact role, you'll serve as the operational performance owner for the North America geographical region, identifying and eliminating defects that impact customer experience while collaborating with multiple stakeholders to optimize processes. You'll have the freedom to develop innovative solutions that reduce operational costs, eliminate quality issues, and enhance overall performance metrics.

This position offers a unique opportunity to work at the intersection of operations and strategic business improvements. You'll develop expertise in quick commerce business nuances specific to the North American market while exercising a high degree of ownership in identifying more efficient ways of working. Your analytical abilities will be crucial as you deep dive into operational data, identify root causes of performance issues, and implement effective solutions that directly impact customer satisfaction across North America.

Key job responsibilities
Own operational performance metrics for the North America region, conducting regular deep dives into data to identify trends, opportunities, and areas for improvement Identify and eliminate operational defects leading to negative customer experiences through root cause analysis and implementing preventative measures Partner with North American operations teams to understand daily performance challenges, diagnose bottlenecks, and develop strategies to reduce quality issues and business waste Represent Central Operations in business stakeholder meetings focused on North America performance, effectively communicating operational status, challenges, and proposed solutions Transform raw data into clear documentation, requirements, and actionable insights that drive process improvements across the North American organization

A day in the life
A day in the life Your day begins with an in-depth analysis of the previous day's operational defects in North America, using data to identify patterns and root causes. You'll collaborate with North American operations teams to understand the current day's performance status and potential challenges. Throughout the day, you'll brainstorm strategies to reduce operational costs and business waste specific to the NA market, represent Central Operations in business calls with North American stakeholders, and coordinate with the central CO team to provide necessary support where needed. You'll balance analytical work with cross-functional collaboration, all focused on improving customer experience in North America.

About the team
About the team Global Specialty Fulfillment Central Operations (GSF CO) functions as the Command-and-Control Center for Amazon Now (Quick Commerce) operations in North America. We partner strategically with North American Operations, business teams, ACES, and S&OP teams, providing expertise in capacity management, defect reduction, holiday planning, contingency management, and automation of redundant workflows.

Our team operates with a progressive mental model: Centralize processes, Standardize across the North America geography, Automate to reduce manual effort, and ultimately Eliminate unnecessary processes through hands-off-the-wheel automation. This creates an innovative environment where you'll have significant impact on improving customer experiences across North America.

Basic qualifications

- 2+ years of program or project management experience

Preferred qualifications

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document

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