Amazon—Sr Program Manager - Heavy Bulky Network, IN - H&B

Job description

Description: We are looking for a data-driven, customer-obsessed Sr. Program Manager to own and improve the key metrics that define the Heavy and Bulky India delivery experience. This is a unique team that takes ownership to define Network topology, Customer Experience and Cost impact (many elements of this network are WW First). You will operate at the intersection of operations, supply chain, transportation, category management, and finance to drive programs that enhance delivery speed, reduce customer contacts, optimize network topology, and lower fulfillment costs. This role requires a builder's mindset — someone who can work backwards from customer experience, dive deep into data, and drive cross-functional alignment across 10+ stakeholder teams. Key job responsibilities 1) Speed & Delivery Promise - Own the speed improvement roadmap - Drive event readiness - Partner with AMXL Operations, Supply Chain, and Long Haul teams - Track speed benchmarking against core and competitor networks 2) Contacts Per Unit (CPU) Reduction Own the H&B CPU reduction strategy across 5 pillars: customer anxiety, self-serve, 3P carrier experience, post-purchase frustration, and operational performance 3) Network Topology & Regionalization - Drive a Multi-Tier Integrated Network Topology execution - Partner with teams on topologu, forecasting, buying, and placement. - Monitor and improve regionalization metrics while balancing cost optimization 4) Cross-Functional Program Management - Drive Montly / Weekly business review reporting across all 4 metric areas with data-backed narratives and exception management - Coordinate across 10+ stakeholder teams: Ops, Supply Chain, Category, Customer Service etc. - Build and maintain mechanisms (dashboards, SOPs, escalation paths) to proactively identify metric deterioration and drive corrective actions About the team The IN H&B Delivery Experience team owns all customer input metrics for a high-visibility network transformation, most of which have a direct P&L impact. The role offers high exposure to senior leadership and opportunity to shape the future of non-sort fulfillment at Amazon India. Requirements: - 5+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership - Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership - 2+ years of driving process improvements experience - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.