Program Manager, Issue Escalation, Worldwide Grocery Stores (WWFS) Support Services

Responsible for leading the Issue Escalation Program Management across Retail Operations, setting strategic vision and driving centralization of program work. Manages comprehensive intake mechanisms for escalation requests, provides data-driven insights through weekly and quarterly business reviews, and delivers executive-level reporting on escalation trends and program performance. Leads cross-functional stakeholder engagement to improve SLA performance and conducts deep-dive analysis on high-impact issues to identify root causes and recommend systemic solutions. Ensures compliance with regulatory requirements while coordinating training and process dissemination for new initiatives. Monitors emerging trends in issue escalations and drives continuous improvement through strategic recommendations and organizational change management.

Key job responsibilities
• Leads Issue Escalation Program Management across Retail Operations, setting the strategic 3-year vision for centralization of program work.
• Creates and manages intake mechanisms to support new escalation requests, updates to existing escalation paths, and provides consulting for dynamic and strategic needs.
• Provides weekly reporting and insights to Weekly Business Reviews (WBRs), delivering data-driven analysis on escalation trends and program performance.
• Leads Quarterly Business Reviews (QBRs) for all Issue Escalations, presenting comprehensive program metrics and strategic recommendations to leadership.
• Delivers monthly snapshot reporting for Operational leaders, highlighting key trends, SLA performance, and high-impact issues.
• Leads cross-functional stakeholder engagement to improve Issue Escalation SLAs, driving continuous improvement initiatives across teams.
• Conducts deep-dive analysis on trends of high-impact issues across stores, identifying root causes and recommending systemic solutions.
• Coordinates the dissemination of escalation processes and training plans for new initiatives and special functions.
• Ensures compliance with all local, state, and federal regulations related to escalation handling and customer issue resolution.
• Remains aware of and informs leadership of emerging trends in issue escalations. Makes process improvement recommendations based on emerging patterns.

Basic Qualifications

- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience with program management spanning planning, execution and project delivery
- Advanced understanding of issue escalation frameworks, SLA management, and program governance.
- Advanced proficiency in creating executive-level reporting for WBRs, QBRs, and monthly operational snapshots.
- Expert knowledge of Microsoft Office, project management tools, and workflow management software for program tracking and reporting.
- Advanced understanding of retail operations, store performance metrics, and customer experience indicators.
- Proven ability to manage multiple concurrent escalation paths and prioritize based on business impact.
- Strong consulting skills to advise teams on escalation strategy and process optimization.
- Demonstrates excellent knowledge of WFM operations, common issue patterns, and resolution pathways.
- Ability to influence without direct authority and drive organizational change through data and insights.

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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