Quality Lead - US Rural, Hub Delivery

Amazon • Austin, TX

13d

About The Position

Amazon Hub Delivery is transforming last-mile delivery by partnering with local
small businesses to provide flexible, cost-effective delivery service that
delights customers. As this emerging Amazon Logistics (AMZL) delivery channel
scales exponentially across US Urban markets, we need a Senior Program Manager
to lead quality initiatives that ensure our delivery partners consistently meet
Amazon's high standards. This role manages a team of 6 L4 Program Managers and
owns the quality strategy, operational mechanisms, and partner performance
standards that enable Hub Delivery to scale while maintaining customer trust.

This role is critical as US Urban Hub Delivery expands from dozens to hundreds
of delivery partners. You will define what quality excellence looks like for a
partner-based delivery model, build scalable mechanisms to measure and improve
performance, and develop a team capable of supporting rapid growth. The ideal
candidate combines proven people leadership with deep expertise in logistics
quality, partner management, or marketplace operations. You will navigate the
unique challenges of a third-party delivery network balancing partner autonomy
with Amazon standards, building quality controls that scale, and ensuring
consistent customer experience across diverse small business operators.

Requirements

• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of team management experience
• 5+ years of cross functional project delivery experience
• 5+ years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements
• Knowledge of SQL
• Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level

Nice To Haves

• Experience managing, analyzing and communicating results to senior leadership

Responsibilities

• Hire, develop, and retain 6 L4 Program Managers, raising the performance bar with each decision
• Set clear goals and provide ongoing coaching to accelerate team growth and career development
• Build a culture of ownership, innovation, and customer obsession within your team
• Conduct performance reviews, promotion assessments, and succession planning
• Own the quality vision and strategy for US Urban Hub Delivery, defining success metrics and improvement targets
• Develop and implement quality standards, mechanisms, and governance frameworks that scale across 40K delivery partners
• Drive root cause analysis on quality defects and implement systemic solutions to prevent recurrence
• Partner with operations teams to balance quality, cost, and speed as the network scales
• Lead cross-functional initiatives spanning product, operations, marketing, finance, and risk teams
• Identify scale blockers and parity gaps across quality programs; drive resolution with stakeholders
• Build KPI reporting and dashboards that provide clear visibility into quality performance and trends
• Manage program budgets and resource allocation to maximize impact
• Present quality insights and recommendations to senior leadership, influencing strategic decisions
• Build alignment across regional and functional leaders on quality standards and trade-offs
• Navigate ambiguity and resolve conflicts between competing priorities
• Represent US Urban quality needs in global Hub Delivery forums
• Identify opportunities to standardize processes and eliminate redundant efforts across the organization
• Build mechanisms that codify best practices and enable autonomous decision-making
• Drive continuous improvement through data analysis, experimentation, and feedback loops
• Shepherd special projects from ideation through deployment, ensuring successful adoption

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed