Program Manager, FC SME Team

The Global Specialty Fulfillment (GSF) Team is responsible for building and driving the next generation of operational infrastructure for Amazon's Hub-Spoke business to deliver best-in-class customer experience at the fastest speeds and other upcoming exciting new businesses. Online grocery and ultra-fast delivery are growing at an exponential rate, and with planned expansion, we expect volume to grow by several orders of magnitude this year and beyond. Join our team of Fulfillment and Distribution networks across India serving highly engaged customers This is a unique opportunity to play a key role in groundbreaking initiatives, solving challenging and interesting problems as we build the first-ever distribution network and operational capabilities tailored to grocery and ultra-fast customer offerings. Key Job Responsibilities Serve as SME for AFTX and FaaST systems. Be a SPOC for GSF Distribution, resolving system and API-related issues for IB (VAST, ePOD, etc.) and OB (MTR, Rodeo, among others). Identify appropriate teams to raise SIMs and work on swift resolution. Act as domain interface with external teams (AFT/FaaST/Trans/Category/SnOP) on system or process-related issues. Own mechanisms for updates and blurbs in MBRs regarding systemic changes and progress on plans. Lead network-level best practice identification, design, and standardization. Benchmark with NA/IN operations on processes, execute must-haves, and own OP requirements. Collaborate with network SME to follow up on critical tickets (Severity 3 and above) for resolution. Provide startup support for launching FCs through testing and launch configurations. Create SOPs and train ops teams on UAT testing. Work toward simplifying testing and reducing time to launch. Own process development for new tools and/or process design related to AFTx/FaaST. Serve as the interface between network SME and FC to drive execution of software/process changes. Provide learning and development support for new hire managers. Manage system configuration changes and optimization within FC control scope. Conduct data analysis to support FC process health checks through standardized tools. Improve end-user documentation in consultation with network SME to reduce associate and manager learning curves. Basic Qualifications 3+ years of program or project management experience 3+ years of working cross functionally with tech and non-tech teams experience 3+ years of defining and implementing process improvement initiatives using data and metrics experience Bachelor's degree Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience defining program requirements and using data and metrics to determine improvements 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 Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. #J-18808-Ljbffr