Job Description :
Amazon Now is building the future of ultra-fast grocery delivery across the Middle East. We are looking for a Program Manager to drive measurable improvements across store capacity management, cost-per-order reduction, and delivery speed (Click-to-Door).
This role sits within the Operations Excellence function and is responsible for identifying, scoping, and delivering high-impact programmes that improve customer experience and unit economics across Amazon Now's network in Saudi Arabia.
You will work across Last Mile, Middle Mile, and Under-The-Roof (UTR) operations to find inefficiencies, build the business case, and drive cross-functional execution. This is not a reactive role, you will proactively identify opportunities before they become problems, connect the dots across operational channels, and ensure every initiative ladders up to CX outcomes and P&L impact.
The right candidate is analytically sharp, comfortable with ambiguity, and operates with a bias for action. You think in systems, not silos. You're as comfortable in the data as you are in a room with senior stakeholders making the case for change.
Key job responsibilities
Store Capacity & Cost Management
. Own programmes to optimise store capacity utilization, including bin density, ASIN rationalisation, gas tank management, and space allocation across darkstores.
. Drive cost-per-order reduction across the end-to-end operation: UTR pick efficiency, DA (Delivery Associate) productivity, hub-to-store transhipment costs, and middle mile truck utilisation.
. Analyse operational cost structures to identify the highest-leverage opportunities for unit economics improvement. Build business cases with clear ROI and execution plans.
. Partner with UTR, Last Mile, and Middle Mile teams to implement changes that reduce waste, improve throughput, and lower cost-to-serve without degrading customer experience.
. Develop and maintain dashboards and reporting mechanisms to track capacity utilisation and cost metrics across KSA stores.
Delivery Speed & Click-to-Door (C2D)
. Own the programme roadmap for C2D reduction, identifying bottlenecks across order acceptance, pick & pack, dispatch, and last mile delivery.
. Analyse delivery defects, early delivery marking, Did-Not-Receive (DNR) patterns, and other CX pain points to drive root cause resolution.
. Identify and eliminate handoff delays between UTR, Middle Mile, and Last Mile that contribute to C2D inflation.
Project & Programme Delivery
. Scope, plan, and execute operational improvement projects end-to-end, from opportunity identification through to measurable business impact.
. Build and manage a portfolio of initiatives across capacity, cost, and speed, with clear prioritisation based on CX and P&L impact.
. Create mechanisms for project tracking, stakeholder communication, and escalation. Maintain a clear view of project status, risks, and dependencies.
. Drive cross-functional alignment with ACES, Tech, Finance, Category, and operations teams to remove blockers and deliver on commitments.
. Contribute to the development of scalable solutions that can be replicated across KSA stores, solve once, scale everywhere.
Cross-Functional Influence & Visibility
. Operate as the connective tissue between operational channels, ensuring improvements in one area don't create problems in another.
. Build visibility into operational performance through data, dashboards, and regular reporting cadences (WBR/MBR contributions).
. Influence without authority, drive outcomes through data-backed recommendations, clear communication, and stakeholder management.
. Support Automation & AI initiatives that drive efficiency, reduce manual effort, and improve decision-making across operations.
Preferred Qualifications :
- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- 5+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience in project management methodologies, business analysis, or process improvement
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
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