Program Manager, MFI, ROW Inbound NOC

About the role

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.

What you'll do

• Lead the centralized MFI (Missing From Inbound) across the network, driving end-to-end ticket lifecycle management, SLA adherence
• The program manager will partner cross-functionally with FC operations, MFI PMs, vendor facing teams and tech teams to identify systemic defect patterns
• 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…

What you need

• 3–6 yrs of experience
• Excel
• SQL
• Project management
• Process improvement
• Last-mile delivery
• Research
• Any graduate

Good to have

• Stakeholder management