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Description

Amazon Hub Delivery is revolutionizing last-mile delivery by partnering with local small businesses worldwide to provide flexible, cost-effective delivery service. As this emerging Amazon Logistics (AMZL) delivery channel expands across diverse global markets—from dense urban centers to suburban communities—we face a critical challenge: how do we maintain consistent quality standards while adapting to local market conditions, regulations, and partner capabilities? We need a Senior Program Manager to own global benchmarking, process standardization, and knowledge management systems that enable Hub Delivery to scale quality excellence across every market we serve.
This role is the connective tissue between regional Hub Delivery operations worldwide. You will identify best practices from high-performing markets, codify them into adaptable frameworks, and build mechanisms that enable knowledge transfer across regions. You will create the benchmarking infrastructure that allows us to measure quality consistently across markets, identify performance gaps, and drive continuous improvement. The ideal candidate combines deep expertise in quality operations with a passion for building scalable systems. You thrive in ambiguity, can distill complex regional variations into clear standards, and know how to influence without authority across a matrixed global organization.

Key job responsibilities
Global Benchmarking & Performance Management

Design and implement global benchmarking frameworks that enable apples-to-apples quality comparisons across diverse markets
Build dashboards and reporting mechanisms that provide visibility into quality performance across all Hub Delivery regions
Identify leading and lagging indicators that predict quality issues before they impact customers
Conduct deep-dive analyses to understand root causes of performance variation across markets
Partner with regional teams to establish realistic yet ambitious quality targets based on market maturity

Process Standardization & Best Practice Codification

Identify common quality challenges across regions and develop standardized solutions that adapt to local contexts
Document and codify best practices from high-performing markets into repeatable playbooks
Create process frameworks that balance global consistency with regional flexibility
Drive convergence of redundant quality processes under unified models to improve efficiency
Build decision frameworks that help regional teams determine when to standardize vs. customize

Knowledge Management & Enablement

Design and maintain a centralized knowledge management system for Hub Delivery quality standards, processes, and tools
Create training materials, runbooks, and self-service resources that enable regional teams to implement quality programs independently
Build communities of practice that facilitate peer learning and knowledge sharing across regions
Develop onboarding programs for new markets launching Hub Delivery operations
Ensure documentation is accessible, current, and actionable for diverse audiences
Cross-Functional Program Leadership
Lead global quality initiatives spanning product, operations, partner management, and technology teams
Identify scale blockers and parity gaps across regional quality programs; drive resolution with stakeholders
Manage complex, multi-quarter programs from ideation through deployment and adoption
Build business cases for quality investments, securing buy-in from senior leadership
Navigate competing regional priorities to drive alignment on global standards

Stakeholder Influence & Change Management

Present insights and recommendations to senior leaders across regions, influencing strategic decisions
Build trust and credibility with regional operations teams who implement your frameworks
Facilitate working sessions that drive consensus on contentious standardization decisions
Champion quality initiatives across the organization, building momentum for adoption
Manage resistance to change by demonstrating value and addressing regional concerns

Continuous Improvement & Innovation

Monitor industry trends and competitive benchmarks to identify opportunities for Hub Delivery
Experiment with new quality methodologies and tools; scale what works globally
Drive automation of quality checks and reporting to reduce manual effort
Identify opportunities to leverage technology (AI/ML, automation) to improve quality at scale
Build feedback loops that continuously improve standards based on operational learnings

A day in the life
You start your morning reviewing quality metrics from NA, noticing that a new partner onboarding process in the CA has reduced defects by 40%. You schedule time with the CA team to document their approach and assess applicability to other markets.

You lead a global working session with quality leaders from NA, EU, and APAC to align on standardized partner performance scorecards. You navigate disagreements about which metrics matter most, ultimately building consensus on a core set of global metrics with regional flexibility for additional KPIs.

You update the Hub Delivery Quality Playbook with new guidance on handling seasonal volume spikes, incorporating lessons learned from peak season across three regions. You post the update in the global quality Slack channel and schedule office hours to answer questions.

You present a benchmarking analysis to the Hub Delivery leadership team, showing that markets with structured partner coaching programs achieve 25% better quality scores. You propose a global coaching framework and secure funding to pilot it in two regions.

You end the day reviewing feedback from a regional team struggling to implement a new quality process. You identify gaps in the documentation and schedule time to improve the runbook based on their input.

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.