Program Manager, Hub Delivery - Quality

Job Overview

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

Key Job 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

A Day in the Life

Support hub teams in maintaining Hub Deliverys 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