Description
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 co...