In this role, you will be joining at the ground floor of a new-to-the-world innovation in food delivery. This role is the critical link between kitchen production and customer satisfaction, ensuring that meals arrive on time and in excellent condition. You will monitor delivery performance, drive root-cause analysis, design corrective actions, and collaborate with delivery station teams and kitchen operations to continuously improve the last-mile experience.
This is a Program Management role requiring both analytical rigor and hands-on operational problem-solving in an environment where you will operate with significant autonomy, own stakeholder communications, and drive decisions independently.
Key job responsibilities
Data & Metric Tracking
- Delivery Performance Monitoring: Track and analyze key performance indicators including Delivered on Time (DOT), Daily Delivery Success (DDS), scan compliance, food condition on arrival, and defect trends. Build and maintain dashboards and reporting cadences.
- Quality Metrics: Monitor food quality upon delivery - temperature compliance, packaging integrity, order accuracy, and presentation standards. Flag and escalate degradation trends proactively.
- Defect Trending: Identify patterns in delivery failures, late arrivals, and food condition issues. Leverage GenAI pattern recognition to surface systemic issues and produce weekly metric reports with actionable insights for operations leadership.
Root-Cause Analysis & Corrective Action
- Exception Investigation: Investigate operational breakdowns, delivery exceptions, and customer pain points. Determine root causes across the delivery chain (kitchen handoff, driver routing, packaging, transit conditions).
- Corrective Action Design: Develop and implement corrective action plans to address systemic delivery failures. Track action item closure rates and measure improvement impact.
- Customer Pain Point Resolution: Analyze customer complaints related to delivery timing and food condition. Translate feedback patterns into process improvements and preventive controls.
Process Execution & Troubleshooting
- Operational Problem-Solving: Act as a front-line program manager to troubleshoot technical, data, or physical workflow bottlenecks in real time during delivery operations. Own resolution independently.
- Delivery Workflow Optimization: Identify inefficiencies in the kitchen-to-customer handoff process - staging, packaging, driver dispatch, route adherence, and proof of delivery. Design, pilot, and scale improvements.
- Food Condition Assurance: Ensure proper packaging, insulation, and handling protocols are followed to maintain food temperature and quality during transit. Audit compliance at kitchen dispatch points.
Cross-Functional Collaboration & Communication
- Delivery Station Partnership: Partner with delivery station teams, dispatchers, and driver operations to align on SLAs, communicate quality standards, and resolve recurring issues.
- Kitchen Coordination: Work closely with kitchen operations to optimize order staging, batch timing, and handoff windows to minimize food wait time before dispatch.
- Regional Quality Alignment: Collaborate with regional quality leads and program management to standardize best practices, share learnings across sites, and drive network-wide improvements.
- Stakeholder Communication: Own clear, concise written communications to leadership. Prepare and deliver program updates, WBRs, and escalation docs independently.
Physical Requirements / Working Conditions:
- Ability to work on-site at delivery stations and kitchen locations.
- May require standing/walking for extended periods during operational audits.
- Ability to lift up to 25 pounds (packaging samples, audit materials).
- Exposure to varying temperatures when auditing food staging and dispatch areas.
- Ability to work flexible hours including evenings, weekends, and holidays aligned with peak delivery windows.
- Willingness to travel between kitchen sites and delivery stations within the region.
BASIC QUALIFICATIONS
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 3+ years of program or project management experience
- Experience working cross functionally with tech and non-tech teams
- Experience using data and metrics to determine and drive improvements
- Bachelor's degree in Business, Logistics, Business Engineering, Supply Chain, or a related field
- Experience using SQL to pull data and metrics to deliver reports
- Experience with Microsoft Excel including the ability to create pivot tables and charts, develop formulas such as SUMIF, and use VLookup formulas
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience with AI/ML technologies
- Knowledge of retail food code and regulations governing grocery retail at local, state, and federal levels
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Lean Six Sigma Green Belt or Black Belt certification
- Project Management Professional (PMP) or equivalent certification
- Experience participating in continuous improvement projects in your team to scale and improve controllership with measurable results, or experience in quantitative role (engineering, process re-engineering, quality assurance)
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 82,700.00 - 129,800.00 USD annually
