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.
Key job responsibilities
People Leadership
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
Quality Strategy & Execution
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
Program Management
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
Stakeholder Influence
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
Operational Excellence
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
A day in the life
You start your day reviewing quality metrics from the previous week, identifying trends that require attention. You coach one of your L4 PMs through a challenging stakeholder negotiation, helping them frame the quality impact in business terms.
You lead a working session with operations and product leaders to align on quality standards for a new delivery model launching in Q2. You identify a gap in partner training that"s driving defects and assign your team to build a scalable solution.
You spend time with each team member in 1:1s, discussing their career goals and providing feedback on recent deliverables. You review a promotion document for one of your high performers.
You present quality trends to the US Urban leadership team, recommending investment in automated quality checks that will reduce defects by 30% while cutting manual review costs. You secure commitment and budget to proceed.
You end the day reviewing resumes for an open L4 role on your team, looking for candidates who will raise the bar.
About the team
The Quality team ensures Hub Delivery partners meet Amazon"s high standards for customer experience. We build mechanisms that scale, drive continuous improvement, and balance quality with growth. We are a team of builders who dive deep into data, invent solutions to complex problems, and obsess over customer trust.