Program Manager II, Strategic Initiatives, MENA, A-Now

Job Description

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.

• 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.

• 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.

• 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.

• 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.

• 5+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of defining and implementing process improvement initiatives using data and metrics experience
• Master's degree
• Experience in program requirements definition, together with data and metrics leveraging to drive improvements

• 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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