Sr Program Manager, Delivery Experience, GSF Last Mile Team
Job Summary:
Lead the Grocery Store Fresh (GSF) Delivery Experience Team in building and optimizing the preferred customer experience journey at doorstep. This role is responsible for creating and implementing programs that ensure excellent open-box delivery experience within promised windows, while working cross-functionally with Product Management, Operations, Category, and Business teams. The position focuses on three key pillars: reducing upstream and on-road defects, improving delivery partner experience, and enhancing post-order customer experience.
Core Charter:
• End-to-end ownership of delivery experience programs
• Define and track input/output metrics for key performance indicators
• Create and execute path-to-green strategies
• Lead active customer listening programs and theme-based improvements
• Regular leadership updates and milestone tracking
Key Responsibilities:
1. Strategic Program Management
a. Design and implement programs to achieve
customer experience metrics
b. Develop and track key performance
indicators across all delivery touchpoints
c. Create and maintain scorecards for program
success measurement
d. Lead cross-functional initiatives to improve
delivery experience
e. Regular stakeholder management and
leadership updates
2. UTR (Under the Roof) Excellence
a. Oversee FC-LM handover audit processes
b. Drive improvement in sensitive ASIN
handling and temperature compliance
c. Implement digital daily briefing programs
d. Manage quality control processes for
upstream operations
3. Delivery Quality & Customer Experience
a. Monitor and improve key metrics including
LM concession rates and TSDBNR
b. Implement delivery associate performance
management systems
c. Drive reduction in delivery defects
d. Design and execute customer experience
improvement initiatives
4. Driver Experience & Voice of Delivery Partner
a. Manage Driver Roundtable (DART) programs
b. Implement feedback mechanisms and
improvement initiatives
c. Drive delivery partner satisfaction and
retention programs
d. Design and execute recognition and
incentive programs
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
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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