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, VLookUps) 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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