Standards & Benchmarking, Hub Delivery WW Quality

Amazon • Austin, TX

13d

About The Position

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.

Requirements

• 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.)

Nice To Haves

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level