Standards & Benchmarking, Hub Delivery WW Quality

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 marketsfrom dense urban centers to suburban communitieswe 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 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 program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- 3 years of Microsoft Office products and applications experience
- Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)

- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field

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 - 115600.00 - 160000.00 USD annually
USA WA Bellevue - 115600.00 - 160000.00 USD annually