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Description

At Amazon, we are working to be the most customer-centric company on earth. The Hub Delivery product allows local small businesses to partner with Amazon to provide flexible and cost-effective delivery service to delight customers globally. This is an emerging Amazon Logistics (AMZL) delivery channel on an exponential growth trajectory in the AMET region (Egypt, UAE, Turkey, Saudi Arabia).

Hub Delivery is seeking an exceptional Senior Program Manager to lead Partner Experience (40%), Safety & Quality (40%), and Compliance (20%) initiatives. This role requires a strategic leader who can transform vision into actionable plans while managing cross-functional programs in a fast-paced, often ambiguous environment.

Key job responsibilities
Partner Experience & Engagement (Egypt only) - 40%:
• Identify areas for improvement in on-road and off-road partner experience through systematic analysis of partner feedback.
• Develop a comprehensive understanding of Delivery Associate experience, combining quantitative data with qualitative insights to drive program and product development priorities.
• Develop and execute scalable engagement and recognition programs that connect Hub Partners with Amazon's culture and values.
• Build collaborative, influential relationships with Product, Program, Field teams, and critical stakeholders to gather insights, set action plans, and monitor execution to continuously improve Hub Partner experience.
• Serve as the voice of Hub Partners in organizational program and process development discussions that may affect partner experience and satisfaction.
• Create and own recurring communications to business leaders and key stakeholders on core programs and opportunities to improve partner engagement, satisfaction, and retention.

Safety & Quality Management (AMET) - 40%:
• Own and drive safety strategy and performance across AMET Hub Delivery network, ensuring compliance with local regulations and Amazon's safety standards.
• Monitor and improve quality metrics (DEA, FDDS, DNR etc), establishing regional benchmarks and driving continuous improvement.
• Develop and implement safety training programs, standard operating procedures, and audit mechanisms tailored to AMET market requirements.
• Analyze safety incidents and quality defects to identify root causes, implement corrective actions, and prevent recurrence across the network.

Compliance & Risk Management (AMET) - 20%:
• Partner with Amazon legal, business, and engineering stakeholders to identify regulatory, compliance, and operational risks.
• Develop, integrate, and execute regional strategies, policies, programs, procedures, standards, and training to ensure compliance of Hub partners and delivery associates with local labor laws and regulations.
• Report current state and potential changes to senior leaders on a regular cadence, anticipating challenges the business would encounter while expanding geographies.
• Drive end-to-end improvements and automation in compliance reporting pipelines, establishing requirements where they don't currently exist and facilitating leadership alignment.
• Develop deep understanding of internal programs, processes, and systems, identifying discrete improvements to address compliance risks proactively.