Join Amazon's NA Grocery Delivery team as a Sr. Program Manager, where you will own the strategy and execution to reduce pre-pickup delivery failures across the Sub Same Day Grocery (SSD-G) business. Pre-pickup failures — instances where customer orders are fully or partially undelivered due to operational defects occurring before a driver departs the station — represent one of the most painful customer experiences in grocery delivery and a critical area of focus for the SSD-G program.
In this role, you will be the single-threaded owner of identifying, quantifying, and eliminating the root causes of pre-pickup delivery failures, both complete (orders never delivered) and partial (orders delivered with missing items). You will deep dive into operational defects across the order-to-dispatch pipeline — including inventory accuracy gaps, pick/pack errors, staging breakdowns, order timeout failures, item unavailability, and system-driven cancellations — to build a comprehensive understanding of where and why orders fail or degrade before ever reaching a customer's door. You will define the metrics framework, set reduction targets, and drive cross-functional accountability with Store Operations, Inventory, Fulfillment, Technology, and Delivery partners to implement structural solutions that prevent these failures at the source.
This is a high-impact individual contributor role. Reducing pre-pickup delivery failures directly improves customer trust, reduces concessions cost, and supports the SSD-G business's broader goal of reducing delivery failures. Success requires someone who can operate independently in ambiguity, translate complex operational data into clear action plans, and influence partner teams without direct authority to prioritize and deliver results.
Key job responsibilities
- Own the end-to-end strategy to reduce pre-pickup complete and partial delivery failures across the SSD-G network, setting targets and tracking progress against reduction goals.
- Build and maintain the metrics framework that quantifies pre-pickup failure modes, root causes, and their relative impact on customer experience.
- Deep dive into operational defects across the order-to-dispatch pipeline to identify systemic failure patterns and prioritize highest-impact opportunities.
- Develop business cases that quantify the customer and financial impact of pre-pickup failures to secure investment and prioritization from partner teams.
- Create mechanisms for ongoing monitoring, escalation, and rapid response to emerging pre-pickup failure trends.
