Amazon · 5 hours ago
Sr. Program Manager, Field Support Partner, Worldwide Grocery Stores (WWGS) Operations Business Support
Arlington, VA
Full-time
Onsite
Senior Level
$116K/yr - $160K/yr
5+ years expAmazon is a leading company in the e-commerce industry, seeking a Sr. Program Manager, Field Support Partner to drive operational excellence across Worldwide Grocery Stores operations. The role focuses on program management, data analytics, and optimizing team effectiveness while providing executive leadership with data-driven insights.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Own governance and maintenance of execution scorecards tracking Field Support team effectiveness across 500+ WWGS locations
Establish and enforce governance frameworks for Store Business Review (SBR) and Team Business Review (TBR) processes
Leverage AI tools to extract qualitative insights from business reviews, transforming narrative feedback into actionable themes and trends
Monitor Field Support activation data to ensure alignment with operational objectives and business outcomes
Maintain comprehensive roster of Process & Field Support team members including portfolio assignments, SME areas and activation & details
Serve as FoodLogiQ administrator for Elevated Support incident tracking across verticals
Monitor Elevated Support incidents to ensure proper categorization, assignment, and timely resolution
Launch quarterly Elevated Support incidents based on Intake Survey data
Track incident resolution timelines against SLAs and identify systemic operational issues requiring broader intervention
Incorporate Elevated Support metrics and trends into bi-weekly Field Support leadership decks and quarterly governance reviews
Coordinate with Operations Team Leads (OTLs) to document and escalate critical support needs appropriately
Develop and maintain reporting mechanisms using REV, QuickSights, and Smartsheet to track store engagement, audit results, and retail excellence visit scorecards
Analyze activation patterns to validate effectiveness of Field Support deployment and identify optimization opportunities
Monitor store ticketing platforms monthly to assess SLA performance and identify systemic operational gaps
Create executive-ready narratives and data visualizations for vertical QBRs, translating complex data into clear business insights
Track and analyze Field Support team travel expenses against quarterly budgets
Provide recommendations to align spending with strategic priorities and optimize resource deployment
Design data collection mechanisms and self-service reporting tools that enable team autonomy
Identify compliance risks proactively and develop mitigation strategies
Create onboarding guides documenting ways of working, activation methods, and data sources
Partner with cross-functional teams (Operations Process, Finance, Merchandising) to ensure Field Support activities drive measurable business outcomes
Additional project management as needed, leveraging subject matter expertise, that may or may not directly support Field Support Team
Qualification
Required
5+ years of program or project management experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Data Ownership: High degree of accountability for data integrity with ability to build self-checking mechanisms
Analytical Rigor: Strong ability to connect task completion to KPIs and business outcomes
Communication Excellence: Translates complex data into clear recommendations for senior leadership
Retail Operations Acumen: Deep understanding of store operations, labor planning, and field support models
Cross-Functional Collaboration: Skilled at partnering across Operations, Finance, Merchandising, and Process teams
Process Design: Ability to design efficient workflows and governance structures
Technology Proficiency: Experience with BI tools (QuickSights), workflow automation (Smartsheet), and emerging AI tools
Preferred
Deep understanding of retail operations, store systems, and grocery industry challenges
Experience with retail technology systems including POS, inventory management, supply chain, and customer experience platforms
Knowledge of grocery-specific requirements including food safety systems, temperature monitoring, and perishable goods handling
Familiarity with omnichannel retail strategies and integration between physical and digital grocery experiences
Benefits
Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
Paid time off
Parental leave
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
2026-01-25
2026-01-25
2026-01-25
Company data provided by crunchbase