Program Manager, MFI, ROW Inbound NOC

ROW (Rest of World) Network Operations Centre (NOC) sits at the core of the order-to-delivery Supply Chain. Under the broader NOC org sites ROW Inbound (ROW IB) which aims to improve reliability, cost-to-serve and operator/vendor experience in First Mile operations through standardization, programmatic interventions, exception management and automations. We achieve this through our centralized workstreams on (i) vendor/seller/carrier appointment scheduling (ii) rescue interventions (iii) research workflows and (iv) network monitoring.

Responsibilities: We are looking for an experienced Manager to coordinate and lead efforts across operations, and program teams. This role will lead the centralized MFI (Missing From Inbound) across the network, driving end-to-end ticket lifecycle management, SLA adherence, and loss reduction through process standardization and automation. The program manager will partner cross-functionally with FC operations, MFI PMs, vendor facing teams and tech teams to identify systemic defect patterns, implement scalable resolution workflows, and deliver measurable improvement across multiple countries.
We're looking for a hands-on and motivated self-starter who's passionate about using data to help us measure every area of the business, drive efficiencies, optimizations and influence decision-making. They will work with stakeholders from multiple partner team to manage last mile support function & improve program performance.
The manager may be expected to operate in different shift structures (for instance - 4 PM to 2 AM or 1 PM to 10 PM) to cater to multiple ROW geos.
The manager would be responsible to evolve the processes and mechanisms with the growing complexities in the network by working across multiple stakeholders like configuration and design teams.
The manager will work with stakeholders to drive improvements to the reporting tools, methods, and processes utilized by the team to increase the availability and granularity of actionable data to internal and external partners.
This position also manages the planning and execution of the team’s goals, including segmentation of business goals, measurement of goal attainment, evolving and driving various improvements in Business to increase its effectiveness in driving results.
The successful candidate must have very strong analytical skills and expert in excel.
They will be passionate about their work, detail-oriented, analytical, and have excellent problem-solving and document writing abilities.
They will have superb communication and customer-relationship skills, outstanding analytic insight, and be a passionate advocate of operations team to other stakeholders.
They will drive towards simple, scalable solutions to difficult problems, have excellent project-management skills, and be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way.

Basic qualifications

- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- 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

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ 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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