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 Amazon's 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 decisionSet clear goals and provide ongoing coaching to accelerate team growth and career developmentBuild a culture of ownership, innovation, and customer obsession within your teamConduct performance reviews, promotion assessments, and succession planningQuality Strategy & ExecutionOwn the quality vision and strategy for US Urban Hub Delivery, defining success metrics and improvement targetsDevelop and implement quality standards, mechanisms, and governance frameworks that scale across 40K delivery partnersDrive root cause analysis on quality defects and implement systemic solutions to prevent recurrencePartner with operations teams to balance quality, cost, and speed as the network scalesProgram ManagementLead cross-functional initiatives spanning product, operations, marketing, finance, and risk teamsIdentify scale blockers and parity gaps across quality programs; drive resolution with stakeholdersBuild KPI reporting and dashboards that provide clear visibility into quality performance and trendsManage program budgets and resource allocation to maximize impactStakeholder InfluencePresent quality insights and recommendations to senior leadership, influencing strategic decisionsBuild alignment across regional and functional leaders on quality standards and trade-offsNavigate ambiguity and resolve conflicts between competing prioritiesRepresent US Urban quality needs in global Hub Delivery forumsOperational ExcellenceIdentify opportunities to standardize processes and eliminate redundant efforts across the organizationBuild mechanisms that codify best practices and enable autonomous decision-makingDrive continuous improvement through data analysis, experimentation, and feedback loopsShepherd special projects from ideation through deployment, ensuring successful adoptionA 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 that's 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 Amazon's 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. BASIC QUALIFICATIONS- 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 PREFERRED QUALIFICATIONS- Experience managing, analyzing and communicating results to senior leadershipAmazon 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.