Program Manager, Hub Delivery - Quality

Amazon•Austin, TX

2d•Onsite

About The Position

As an L4 Program Manager for Hub Delivery, you will support delivery operations, monitor hub performance metrics, and ensure quality standards are met across delivery networks. You will work closely with hub teams and delivery partners to identify and resolve operational issues while maintaining clear communication channels with stakeholders to ensure successful package delivery. This role is not virtual and does require you to be local to Austin, Texas This role will be either Front Half or Back Half based

Requirements

2+ years of program or project management experience
3+ years of Computerized Maintenance Management System program experience
3+ years of maintenance planner/scheduler in industrial maintenance, manufacturing, or distribution industries experience
3+ years of advanced Microsoft Word and Excel experience
Bachelor's degree in relevant field, or 2+ years of Amazon RME (BB/3P) full time experience
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Nice To Haves

Experience in MS Access and SQL
Experience in a highly analytical, results-oriented environment with cross functional interactions
Knowledge of Lean principles and DMAIC methodology
Experience in requirement gathering and ability to write clear and detailed requirement document
Experience using Microsoft Projects software
Experience in data mining

Responsibilities

Execute components of Hub Delivery to support successful package delivery operations
Implement established hub delivery playbooks and standard operating procedures
Monitor hub performance metrics and identify opportunities to improve delivery efficiency
Review delivery associate interactions to ensure quality standards and correct tagging in hub systems
Track and report on key delivery performance indicators including hub resolution times, save rates, and quality scores
Identify and escalate systemic hub delivery issues to appropriate Senior Program Managers
Provide Day 1 onboarding support to new hub team members to ensure quality standards are maintained
Identify early delivery disruptions to mitigate failures before they impact customer promise dates
Coordinate partner disruption communications between hubs and delivery partners to maintain transparency and set expectations
Create and maintain WBR/DBR bridges for hub delivery reporting purposes
Troubleshoot hub delivery issues in real-time to minimize customer impact and maintain delivery SLAs
Collaborate with internal hub teams and delivery partners to optimize resource allocation for successful deliveries
Support risk identification and mitigation efforts across the hub delivery network
Communicate regularly with hub managers and stakeholders to provide updates on delivery program status
Support hub teams in maintaining Hub Delivery's operating model
Follow established hub delivery practices and playbooks to ensure consistent execution across delivery networks
Identify and report redundant delivery efforts that could be streamlined within the hub system
Monitor for scale blockers and parity gaps across Hub Delivery
Execute assigned hub delivery tasks and projects with guidance from senior team members
Support special hub delivery projects from documentation to deployment
Review quality of hub team interactions and provide coaching to delivery team members
Generate and distribute hub performance reports to track delivery program health
Respond to and troubleshoot delivery issues at hubs as they arise
Coordinate with last-mile delivery teams to ensure smooth handoffs from hubs

Benefits

health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
paid time off
parental leave

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