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Description

Flex Delivery Partner Experience (DPX) Program Manager role leads process improvement initiatives across SSD, Quick Commerce, and AGL delivery stations. The role requires the individual to continually seek out opportunities to improve our internal and stakeholder team operational procedures. This role drives operational, process standardization initiatives and continuous improvement practices in DPX perspective Under The Roof related. They do this by conducting five-why analysis, getting to the root cause quickly using data-driven insights and lean principles. They then surface these through the appropriate mechanism (WBR, MBR, QBR, escalation review) to receive alignment and drive prioritization where resources are needed for implementation. They structurally approach ambiguous situations and conclude on the correct course of action. Working closely with Flex field officers, delivery stations, ACES, and tech teams. This role is responsible for short/mid/long term projects impacting DPX to establish sustainable delivery resource for AmFlex program. They would also be responsible for ensuring the Flex operation compliance by (1) developing and maintaining compliance monitoring systems to track process conformity and identify potential gaps (2) conducting regular audits and assessments to verify compliance with internal controls and standard operating procedures (3) creating and updating documentation of processes, workflows and compliance requirements, and (4) lead investigations into compliance breaches and develop preventive measures.
As a leader of operational excellence, this role supports any worldwide change management that have an impact on driver experience, communicating with worldwide teams aiming to facilitate and implement the initiative locally, ensuring the correct standards and executing it on time. This role requires Go & See skills with site visit cadences (Gemba) up to 20% of the time at locations distributed nationwide.

Key job responsibilities
- Lead or expand end to end local initiatives or projects to optimize efficiency, quality on road in terms of driver experience
- Analyze operational data and processes to identify trends, bottlenecks and improvement opportunities
- Collaborate with Flex, Delivery Station and Worldwide teams to identify and implement optimized solutions
- Partner with cross-functional teams to drive innovation and best practice sharing
- Ensure change management standards for process improvements