ProgramManager,DSP&DAEscalations

We are seeking a strategic, execution-driven Program Manager to lead the escalations charter for DSP and EDSP program. This role will own end-to-end alignment across cross-functional partners including ACES, LMAQ, Product (LMPS), Analytics (AOP), Legal, Field Operations, Finance, and Pricing to deliver prompt and on time Resolutions The Program Manager will own and manage DSP and DA escalations end-to-end, serving as the central point of accountability for all escalation cases raised by Delivery Service Partners and Delivery Associates. This includes receiving, categorizing, and triaging incoming escalation cases from DSPs/DAs based on severity and impact, then routing each case to the appropriate internal team for swift resolution. The role demands close coordination with cross-functional stakeholders to ensure that every escalation is acknowledged promptly, tracked transparently, and closed within defined SLAs. Beyond resolution, the Program Manager will conduct thorough root cause analysis for each escalation to uncover systemic issues, recurring failure patterns, and process gaps contributing to the problem. Leveraging data-driven insights, the role will design and implement preventive measures, including process changes, policy updates, and system enhancements, to eliminate the root causes and prevent recurrence. The Program Manager will also establish robust reporting mechanisms and feedback loops with DSPs/DAs to communicate resolution outcomes, validate the effectiveness of corrective actions, and continuously refine escalation workflows. By building scalable frameworks, maintaining detailed escalation dashboards, and driving a culture of accountability, this role will reduce repeat incidents, improve response times, and strengthen overall operational reliability across the network. The ideal candidate combines strong program management expertise with Last mile operational rigor and data-driven decision-making to improve performance, efficiency, and scalabil