Senior Analyst, Strategy & Operations – Incident Management

Position Summary
The Senior Analyst, Strategy & Operations – Incident Management provides operational and execution support for strategic initiatives across the Incident Management organization. This role supports process improvement efforts, content strategy, knowledge and content management activities, and cross-functional coordination that help improve operational efficiency, scalability, and experience for drivers and internal operational users. The Senior Analyst works closely with business partners across Product, Operations, Policy, Tech, Legal, and other cross-functional teams to support execution of key initiatives, maintain alignment across teams, and ensure processes and content remain accurate, consistent, and effective.

About the Team
The Strategy & Operations team sits within Last Mile Delivery and supports the Incident Management program — a high-volume, high-impact operational function. The team focuses on improving operational processes, supporting scalable solutions, and driving cross-functional coordination that enhances the experience for drivers, customers, and associates. Strategy & Operations supports execution, operational consistency, process optimization, and business readiness across Incident Management initiatives, with a strong focus on maintaining high-quality process documentation, communications, and content standards.

What You’ll Do
Support operational and strategic initiatives across Incident Management through project coordination, process documentation, communications, and execution support.
Maintain and update SOPs, knowledge articles, operational documentation, FAQs, Resource Center content, and other internal or driver-facing materials to ensure consistency and accuracy.
Partner cross-functionally with Operations, Product, Policy, Tech, Legal, and other stakeholders to support process improvements, workflow enhancements, and operational initiatives.
Coordinate project timelines, milestones, action items, stakeholder communications, and follow-up activities to support successful execution of initiatives.
Identify opportunities to improve operational efficiency, streamline workflows, and reduce manual effort through process enhancements and automation support.
Contribute to continuous improvement efforts by providing operational feedback, identifying process gaps, and supporting implementation of solutions.
Support change management efforts by documenting updates, communicating process changes, and helping drive adoption across teams.

What You’ll Bring
Strong written and verbal communication skills with the ability to clearly communicate processes, updates, and operational information.
Strong organizational, prioritization, and time management skills with the ability to manage multiple tasks and competing priorities in fast-paced environments.
Experience supporting operational initiatives, project coordination, process improvement efforts, or cross-functional programs.
Strong collaboration and interpersonal skills with the ability to build effective working relationships across teams and stakeholders.
Ability to adapt to changing priorities and support execution in high-volume operational environments.
Commitment to operational excellence, accountability, and continuous improvement.