Program Manager II, Delivery Quality & Process Integration, NA Grocery Delivery

About the role

Join Amazon's NA Grocery Delivery team as a Program Manager, serving as the central point of contact on the delivery team for initiatives that streamline upstream operations processes critical to Sub Same Day Grocery (SSD‑G) delivery outcomes. You will bridge station operations, fulfillment processes, and last‑mile delivery, ensuring upstream workflows support delivery timeliness, order quality, and SLA compliance. As the owner of SSD‑G delivery process operations integration, you will identify and track KPIs across the end‑to‑end delivery pipeline, surface gaps where upstream breakdowns cause downstream defects, and work cross‑functionally to design and implement solutions. This includes identifying virtual‑physical mismatches that create delivery failures, monitoring order damage and quality metrics, and driving accountability for key SLA compliance across partner teams.

Responsibilities

• Define and maintain a metrics framework that connects upstream process performance to SSD‑G delivery outcomes.
• Serve as the delivery team’s single‑threaded point of contact 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.
• Identify and track KPIs across the delivery pipeline, surface gaps, and implement solutions to reduce downstream delivery defects.
• Monitor order damage and quality metrics, and ensure accountability for key SLA compliance across partner teams.
• Ideate, create, design, and execute initiatives that structurally improve the connection between upstream operations and delivery outcomes.

Requirements

Basic Qualifications

• Bachelor’s degree in supply chain, business, engineering, finance or a related technical or quantitative field.
• 3+ years of program or project management experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics.
• Advanced knowledge of Excel (Pivot Tables, VLOOKUPs) and SQL.
• Experience using data and metrics to determine and drive improvements.
• Experience working cross‑functionally with technical and non‑technical teams.

Preferred Qualifications

• 3+ years of driving end‑to‑end delivery and communicating results to senior leadership.
• 3+ years of experience driving process improvements.
• Experience in stakeholder management, dealing with multiple stakeholders at varied organizational levels.
• Experience building processes, project management, and schedules.

Benefits

• Medical, dental, and vision coverage.
• Maternity and parental leave options.
• Paid time off (PTO).
• 401(k) plan with matching contributions.
• Basic Life & AD&D insurance with optional supplemental life plans.
• Employee Assistance Program (EAP) and mental health support.
• Medical advice line.
• Flexible Spending Accounts.
• Adoption and surrogacy reimbursement coverage.

Pay

• USA, New York, NY: $81,600 – $142,800 annually
• USA, Nashville, TN: $66,800 – $116,800 annually
• USA, Bellevue, WA: $82,700 – $129,800 annually