Program Manager, Front End , NA AFS Ops - Core Process

BASIC QUALIFICATIONS

• 3+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

• Bachelor's degree in a relevant field, or equivalent hands-on experience

• 3+ years of physical retail experience

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Solid understanding of all Microsoft Office applications (Outlook, Excel, Powerpoint)

• Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment

• Strong verbal and written communication skills

• Self-motivated, able to work both independently and collaboratively within a team

• Ability to be based out of Arlington, VA (relocation assistance available) and willingness to work 15-25% of your time in stores (including domestic travel to multiple regions)

DESCRIPTION

The Team: Are you passionate about providing exceptional customer experiences? Do you thrive in a dynamic environment where you have an opportunity to make a significant impact on countless customer interactions daily? The Amazon Fresh Core Process team is looking for a Program Manager who wants to join an ambitious and driven team that is changing the landscape of retail. Please note this role will be based out of Arlington, VA and includes ~25% travel to Amazon Fresh Stores nationwide.

The Role: As a Program Manager on the Core Process team, you are the glue bringing together cross-functional teams to deliver efficient, accurate, and simplified field processes for store teams to deliver an exceptional shopping experience for our customers daily. In this role, you will have the opportunity to shape and execute innovative strategies that enhance the customer experience in store. You will own the strategy, development, and deployment of all Front End programs, partnering across multiple teams to bring the checkout experience to life in our stores. You will support both traditional checkout and technical formats, including smart shopping carts and self-checkout.

Our ideal candidate will work back from their customer needs to develop new standard operating processes that improve efficiencies and drive customer sales and brand loyalty. You will consistently work with external and internal stakeholder teams including product management, non-inventory, safety, food safety, catalog, finance, external vendors, and the store teams that you serve. You will use data to track the effectiveness of your programs as well as areas of opportunity for further training or process innovation.

Key job responsibilities

• Drive the expansion, improvement, and simplification of Front End processes within Amazon Fresh Stores

• Innovate on behalf of your customer by identifying and building solutions to reduce labor hours, improve associate efficiency, and improve executional accuracy

• Develop, test, and roll out new store processes and SOPs, working side by side with store teams to test new initiatives and to understand pain points

• Improve and integrate new associate tools and tech that enable field ops success

• Create and monitor metrics to demonstrate progress towards goals, provide new insights, develop business cases, and allow for regular updates to senior leadership

• Monitor store's compliance and progress on key performance indicators. Assess data to make decisions on process iterations

• Champion these store programs and develop training to allow your programs to scale

• Regularly create detailed written updates and progress toward program goals up to a director and vice president audience

• Collaborate with key internal and external stakeholders to improve processes and communication mechanisms, building respect and credibility with individual contributors, stakeholders, management peers, and executives

• Spend ~25% of your time in the field launching, supervising, and iterating on new/improved processes

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA

PREFERRED QUALIFICATIONS

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules

• Retail operations (store management) leadership experience

• Experience successfully managing priorities and resources for customer-experience-driven project/program teams

• Familiarity with business process improvement documentation and demonstrated experience engaging and influencing key stakeholders including retail field leadership

• Ability to work with technical and non-technical business owners to overcome obstacles and deliver results

• Six Sigma, Kaizen, Agile, or other Process Improvement methodologies

• Knowledge in SQL

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.