Program Manager, EDSP

As an Account management lead, as part of Delivery service providers Program Team of last mile business, you will have the exciting opportunity to help shape and deliver on a strategy for managing last mile delivery providers.

DSP team is looking for a bright, customer centric, driven, and creative leader to join our team. You are responsible for managing business growth for some of the most influential Delivery service Partners associated with Amazon, ensuring customer satisfaction with the program through a high level of service and operational standards.

In this role, you will manage strategic accounts in the last mile delivery space by collaborating with them regularly to garner their pain points and work on programmatic solves to address their issues in a structured and scalable fashion. You will interface with leaders across the DSP team and also engage directly with multiple internal teams such as finance, compliance and legal teams to spearhead the responsibility to drive all aspects of Top-10 accounts with Amazon.

The candidate thrives in an ambiguous environment where they must develop, implement new processes, mechanisms, SOPs and guardrails to improve the customer experience. Further, the candidate is a leader who understands the key levers of the last mile business and work towards operationalizing those levers across stakeholder teams. In this role, you will be focused on the strategic and operational aspects of managing the customer relationships with our last mile top-10 delivery partners.


Key job responsibilities
Key Responsibilities:
Project Baithak: (a) Conduct monthly business reviews with the Top-10 partners in the network which include designing and automating the Partner business review decks with IN-specific operational SLS metrics, financial health, ship with Amazon, sustainability, safety, compliance, value added services, network losses etc. metrics in coordination with the Program owners. (b) Maintain a tracker to ensure the execution of the Business reviews for the rest of the partners in the network at monthly level via CRMs and Business coaches (BCs) to target improvement in the metrics by furnishing data to them in timely fashion. (c) Close loop on critical partner issues or concerns in collaboration with key stakeholders to target improvement in CSAT. (d) Send the Project flash update with the progress on the action items to the senior AMZL leadership.
IN DSP/eDSP Financial Scorecard which includes (a) Develop mechanisms to track financial health and improve cost & controllership metrics for 281+ partners in the network. (b) Keep track of progress on monthly basis for T-10 partners on parameters of GST, BG, Short & open cash, IHS share, productivity, EV mix etc. (c) Drive financial scorecard improvement at station level via weekly chime calls with consistent concerning and red-flag partners to define root cause and action items and target increased % share of top financial health performers and (d) Help improve open COD and target short cash MTD of ~0% in financial health.
T-10 Partner escalations program: (a) Identify partner issues under various buckets with owners & SLA. (b) Ascertain gaps in processes and establish RCA mechanism of an incident, (c) Formulate cadenced partner communications on path to green action to target improvement in resolution rate, (d) Keep the leadership updated with a monthly flash on escalation management, and (e) Target escalation resolution rate of ~80%.
Impact IN DSP / eDSP T-10 Partner profitability and operational value by Network losses recovery reduction: (a) Monitor and track improvement in OOR loss and In-app verified, RTS fail metrics at AMZL stations, (b) Monitor partner losses under buckets of adhoc update, ageing, damage, MDR loss, package losses, seller refuse, delivered after exception scan etc. at EDSP stations, and (c) Target reduction in pre-invoicing partner value losses by 184 bps.
Ship with Amazon (SWA): (a) Drive SWA performance by driving improvement in DSR COD, NDR success rate, undelivered bad scans etc. with the Top-25 partners in the network. (b) Conduct weekly connects with the consistent poor performing defaulter partners on deep dive, focus areas and action items.


A day in the life
Candidate requirement:
- Mature, structured thought process, with strong program and stakeholder management skills - role offers a broad exposure to various business, financial, and technical teams within Amazon
- Strong ownership, and bias for action to understand problems, find new and innovative solutions, and partner with teams to execute and deliver sustained results
- Excellent data analysis and interpretation abilities, and product understanding, to understand core issues, and create a roadmap for sustainable business growth
- Thorough understanding about last mile delivery operation processes is a plus
- Externally aware, and nimble to quickly learn, understand new processes / changes, assess impacts, and take independent calls
- Strong judgement and decision making skills to balance customer experience with financial impact

Basic qualifications
Graduate with minimum 7 years of relevant experience in Program/Project Management
Experience in scaling up programs from scratch and handling operations in a fast-paced environment is highly preferable.
Should be able to work efficiently with multiple stakeholders - Partners, Operations, Planning, Program and other teams.


Preferred Qualifications
- MBA from Tier 1 institute.
- Experience analyzing data and best practices to assess performance drivers
- Experience influencing internal and external stakeholders

- 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
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements