Description

Help shape how delivery performance is measured and improved across Japan. We're looking for a Program Manager to own Service Level Standards that directly influence customer experience, driver safety, and partner performance.

In this role, you will design, manage, and evolve the metrics and mechanisms that Delivery Service Partners use to run their businesses. You'll work closely with operations, planning, and tech teams to turn performance data into clear standards, actionable insights, and continuous improvement. This role offers end-to-end ownership, meaningful impact at national scale, and the opportunity to grow into more complex program leadership.

You will contribute by:

- Owning SLS metrics and performance mechanisms for DSPs in Japan.

- Improving how standards are defined, measured, and reviewed.

- Turning data into insights that improve safety, quality, and customer outcomes.

- Partnering with stakeholders to deliver clear, practical solutions

This role is ideal for someone who enjoys ownership, structured problem-solving, and improving how large systems perform at scale.

Key job responsibilities

As a Program Manager for Service Level Standards, you will support the definition, execution, and continuous improvement of performance standards used by Delivery Service Partners across Japan. Your work will directly influence customer experience, driver safety, and partner performance at national scale.

You will own assigned SLS metrics and mechanisms, operating to the direction and priorities set by the SLS Team Functional Lead and the wider Capacity and Planning leadership. This includes designing, maintaining, and improving standards and review mechanisms in line with agreed roadmaps and operating principles.

You will work closely with operations, planning, and technology teams to translate performance data into clear insights and practical improvement actions. You will analyze trends, identify risks or gaps, and recommend solutions, ensuring alignment before execution.

This role requires strong execution discipline, responsiveness to feedback, and the ability to deliver outcomes within defined governance and decision-making frameworks. You will succeed by applying structured problem-solving, collaborating effectively across teams, and contributing reliably to team-owned goals and priorities.

A day in the life

Your day often begins by reviewing delivery performance data to understand how partners are tracking against agreed standards. Once a week, you prepare and validate the DSP performance scorecards, ensuring metrics are accurate and clearly communicated. You may also manage appeals, reviewing cases carefully and applying standards consistently and fairly.

Throughout the week, you work on refining metrics, improving review mechanisms, and resolving emerging performance gaps. Some days focus on structured analysis and documentation; others require quick coordination across teams to address issues. You stay closely aligned with your team lead to ensure priorities and decisions remain consistent.

About the team

You will be part of a small team focused on how delivery performance is measured and improved across Japan. The team is responsible for defining clear standards, reviewing results, and ensuring partners are assessed consistently and fairly. Direction is set by a functional lead, with each Program Manager owning defined areas within that framework.

You will work closely with the wider planning team, which manages delivery capacity and network growth. Together, the teams ensure performance standards and operational planning stay aligned and practical as the network evolves.

BASIC QUALIFICATIONS

- Bachelor's degree

- 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

- Experience defining program requirements and using data and metrics to determine improvements

- Speak, write, and read fluently in Japanese

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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