Program Manager - Delivery Service Partner Capacity Planning

Program Manager , DSP Program

Job Title: Program Manager - DSP

Position Overview:
We are looking for a high-judgment, analytically driven professional to join the IN AMZL-Capacity Planning & Routing Excellence team. This role sits at the intersection of strategic planning and operational execution — owning mid-term capacity sufficiency across delivery channels while driving routing standardization, benchmarking, and SOP governance across the network.

Key Responsibilities
1. Mid-Term Capacity Planning
• Own and publish monthly operating plans (MOPs) covering 4–12 week capacity outlook across all delivery channels (DSP, IHS, AMFLEX, and emerging channels)
• Lead capacity sufficiency assessments by channel, zone, and station — identifying gaps and driving mitigation plans ahead of ART and HVE events
• Build and maintain capacity models incorporating volume forecasts, block mix, active ID counts, device signals, and days-of-working inputs
• Partner with program teams, ZDs, and regional planners to align on capacity levers and surgical planning for deficit stations
• Drive pre-event capacity readiness (e.g., Prime Day, Jupiter, ART cycles) ensuring 100% sufficiency before go-live
2. Channel Reliability & Performance
• Define, track, and publish channel reliability metrics across DSP, IHS, and AMFLEX — including assignment compliance, ROBL, OOR rates, and DPPH performance
• Identify structural reliability risks by channel and develop mitigation frameworks in partnership with ops and program teams
• Build early-warning signals and dashboards to proactively surface capacity and reliability risks to leadership
3. Routing SME & Standardization
• Serve as the subject matter expert on routing configuration, block mix optimization, and OOR leakage reduction across the network
• Standardize routing workflows and configuration practices across 38+ stations, eliminating regional variability and ensuring uniform execution
• Lead configuration management initiatives — owning routing parameters, zone definitions, and block mix governance
• Drive routing adherence campaigns and support ops leaders through structured Gemba walks and key calls to action
4. SOP Management & Governance
• Develop, maintain, and version-control comprehensive SOPs, SIJs, and training modules for capacity planning and routing processes
• Establish governance frameworks for routing changes, configuration updates, and capacity planning cycles — ensuring changes are reviewed, documented, and communicated
• Simplify and restructure complex SIJs to improve usability and adoption across field teams
• Lead periodic SOP audits and compliance reviews to ensure adherence to standardized processes
5. Benchmarking & Continuous Improvement
• Lead benchmarking efforts across stations, zones, and geographies (including EU and JP benchmarks) to identify best practices and performance gaps
• Develop and publish benchmarking scorecards covering routing efficiency, capacity utilization, and channel productivity
• Translate benchmarking insights into actionable improvement roadmaps and present findings to senior leadership
• Drive CAPS automation and planning tool enhancements to improve planning accuracy and reduce manual effort
6. Cross-Functional Collaboration & Stakeholder Management
• Partner with regional capacity planners, routing ops teams, DSP program managers, and BI teams to align on planning inputs and outputs
• Present monthly operating plans, capacity sufficiency status, and routing performance reviews to senior leadership (ZDs, STLs, and above)
• Act as a central point of contact for routing and capacity planning queries from field ops and program teams

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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Experience Level

Mid Level