Program Manager, Hub Delivery - Quality

Job OverviewAs 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 basedKey job responsibilitiesExecute components of Hub Delivery to support successful package delivery operationsImplement established hub delivery playbooks and standard operating proceduresMonitor hub performance metrics and identify opportunities to improve delivery efficiencyReview delivery associate interactions to ensure quality standards and correct tagging in hub systemsTrack and report on key delivery performance indicators including hub resolution times, save rates, and quality scoresIdentify and escalate systemic hub delivery issues to appropriate Senior Program ManagersProvide Day 1 onboarding support to new hub team members to ensure quality standards are maintainedIdentify early delivery disruptions to mitigate failures before they impact customer promise datesCoordinate partner disruption communications between hubs and delivery partners to maintain transparency and set expectationsCreate and maintain WBR/DBR bridges for hub delivery reporting purposesTroubleshoot hub delivery issues in real-time to minimize customer impact and maintain delivery SLAsCollaborate with internal hub teams and delivery partners to optimize resource allocation for successful deliveriesSupport risk identification and mitigation efforts across the hub delivery networkCommunicate regularly with hub managers and stakeholders to provide updates on delivery program statusA day in the lifeSupport hub teams in maintaining Hub Delivery's operating modelFollow established hub delivery practices and playbooks to ensure consistent execution across delivery networksIdentify and report redundant delivery efforts that could be streamlined within the hub systemMonitor for scale blockers and parity gaps across Hub DeliveryExecute assigned hub delivery tasks and projects with guidance from senior team membersSupport special hub delivery projects from documentation to deploymentReview quality of hub team interactions and provide coaching to delivery team membersGenerate and distribute hub performance reports to track delivery program healthRespond to and troubleshoot delivery issues at hubs as they ariseCoordinate with last-mile delivery teams to ensure smooth handoffs from hubsBASIC QUALIFICATIONS- 2+ years of program or project management experience- 3+ years of Computerized Maintenance Management System program experience- 3+ years of maintenance planner/scheduler in industrial maintenance, manufacturing, or distribution industries experience- 3+ years of advanced Microsoft Word and Excel experience- Bachelor's degree in relevant field, or 2+ years of Amazon RME (BB/3P) full time experience- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- Experience in MS Access and SQL- Experience in a highly analytical, results-oriented environment with cross functional interactionsPREFERRED QUALIFICATIONS- Knowledge of Lean principles and DMAIC methodology- Experience in requirement gathering and ability to write clear and detailed requirement document- Experience using Microsoft Projects software- Experience in data miningAmazon 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.

Created: 2026-03-06