Program Manager, DSP & DA Escalations

We are seeking a strategic, execution-driven Program Manager to lead the escalations charter for DSP and EDSP program. This role will own end-to-end alignment across cross-functional partners including ACES, LMAQ, Product (LMPS), Analytics (AOP), Legal, Field Operations, Finance, and Pricing to deliver prompt and on time Resolutions

The Program Manager will own and manage DSP and DA escalations end-to-end, serving as the central point of accountability for all escalation cases raised by Delivery Service Partners and Delivery Associates. This includes receiving, categorizing, and triaging incoming escalation cases from DSPs/DAs based on severity and impact, then routing each case to the appropriate internal team for swift resolution. The role demands close coordination with cross-functional stakeholders to ensure that every escalation is acknowledged promptly, tracked transparently, and closed within defined SLAs.
Beyond resolution, the Program Manager will conduct thorough root cause analysis for each escalation to uncover systemic issues, recurring failure patterns, and process gaps contributing to the problem. Leveraging data-driven insights, the role will design and implement preventive measures, including process changes, policy updates, and system enhancements, to eliminate the root causes and prevent recurrence. The Program Manager will also establish robust reporting mechanisms and feedback loops with DSPs/DAs to communicate resolution outcomes, validate the effectiveness of corrective actions, and continuously refine escalation workflows. By building scalable frameworks, maintaining detailed escalation dashboards, and driving a culture of accountability, this role will reduce repeat incidents, improve response times, and strengthen overall operational reliability across the network.

The ideal candidate combines strong program management expertise with Last mile operational rigor and data-driven decision-making to improve performance, efficiency, and scalability at scale.

Key job responsibilities
The Program Manager in this position must possess the capability to spearhead groundbreaking initiatives for Amazon Pay & VAS Category team, taking the lead in the market with minimal guidance. They should demonstrate adeptness in independently managing evolving and conflicting priorities. The role entails conceptualizing new initiatives and product offerings, prioritizing both customer and operator experiences. The individual should possess the skill to exert influence without formal authority. Success in this role requires proficiency in Dive Deep, Ownership, Earn Trust, Customer Obsession, Invent and Simplify, and Deliver Results. Furthermore, the candidate should exhibit a visionary mindset, especially when considering projects with long-term, impactful outcomes.

As the program owner, this role is responsible for overseeing the strategy and comprehensive
implementation of OP2 charters and goals related to digital payments on delivery, Amazon Pay adoption, Roll-out fulfillment model for VAS, Defect Reduction in close collaboration with SLP / Ops. Successful end-to-end program management is crucial, demonstrating a thorough comprehension of business requirements and the ability to integrate them seamlessly with LM's robust operational capabilities. The role mandates a continuous exploration of innovative approaches to upscale pilots or intricate projects into larger initiatives. Additionally, it entails promptly addressing fraud-related cases, given their potential for substantial losses and regulatory repercussions if neglected. The individual must collaborate effectively with program management methodologies, utilizing escalation and risk mitigation strategies when necessary.

Basic Qualifications

• 4+ years of program or project management experience
• 4+ years of working cross functionally with tech and non-tech teams experience
• 4+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLook Ups) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• 4+ years of driving end to end delivery, and communicating results to senior leadership experience
• 4+ 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

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