Quality Lead US Urban, Hub Delivery

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 Amazons 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 thats 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 Amazons 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.

- 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

- Experience managing analyzing and communicating results to senior leadership

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including 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 and parental leave. Learn more about our benefits at TX Austin - 127200.00 - 172100.00 USD annually