Program Manager, Operations

Favor is looking for a Program Manager for our Operations team to support H-E-B home delivery operations out of our Austin headquarters. Our Operations team delivers service excellence across our 3-sided marketplace—Runners (that’s what we call Favor delivery drivers), merchants (restaurants and stores), and customers—and regularly pilots and implements new processes and programs. We are seeking an experienced Program Manager to report to the Director of Operations, Continuous Improvement and manage complex external and internal projects. In particular, you will be focused on increasing capacity for the H-E-B home delivery business line through the development and implementation of new products and services, in close collaboration with the Product, Technology, and H-E-B teams. 

• Manage multiple, concurrent, and complex projects based on the evolving needs of the business
• Establish and execute go-to-market strategies for new products and services
• Plan and facilitate effective process improvement and change management initiatives across Favor and H-E-B eStore teams
• Partner closely with Favor and H-E-B eStore leaders to understand key areas of opportunity and develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives
• Collaborate across the Operations teams (Quality, Onboarding, Pay, and Support) to identify opportunities for continuous improvement, drive performance enhancements, conduct analysis, and communicate to relevant stakeholders
• Create and manage project plans with clearly defined deliverables and resources and organize work streams, allocate resources, consider dependencies, track and communicate progress, and proactively identify obstacles
• Collect input from relevant stakeholders and leaders to ensure alignment across teams on goals, plans, deliverables, and deadlines
• Work with business owners to ensure all risks, issues, and dependencies are clearly identified, mitigated, and consistently monitored to ensure successful outcomes
• Own agendas and action items for informative, strategic planning meetings to provide clear measurement of progress, analytics, team alignment, and effective reporting
• Build and scale programs that drive strategic priorities from ideation to implementation, primarily through strong program management principles 
• In partnership with business owners, continually monitor the effectiveness of initiatives and programs to ensure information sharing, and decision making processes are as efficient as possible
• Manage budget, usage, and performance of platforms and vendors needed to accomplish tasks and be accountable for delivering against established business goals/objectives
• Travel locally in Texas up to 50% of the time, as needed

• A bachelor’s degree in business, or equivalent relevant work experience
• 5+ years of program management and/or operations management consulting experience, particularly in grocery/retail, delivery, or gig economy industries
• Demonstrated experience creating and driving programs to deliver exceptional experiences to customers and constituents
• Strong attention to detail and the ability to navigate complex, challenging problems and find creative solutions
• Ability to build strong working relationships and rapport across all levels of the organization
• Proficient in Microsoft Office suite, Google Suite, Slack, Jira (or similar), and project management software
• A data-driven mindset and the ability to maintain a high degree of confidentiality
• Strong time management and organizational skills with the ability to manage competing priorities and meet deadlines
• Project Management Professional (PMP) certification is a plus

• You are a process-oriented, empathic leader
• You have strong analytical skills needed to track, report, and provide insights on daily, weekly, and monthly metrics
• You are a decisive and clear communicator
• You are an accountable self-starter who thrives in an environment with shifting priorities
• You are excited to support the growth of a dynamic, growing team
• You are intimately familiar with project management software and principles