Program Manager, Hub Delivery - Quality

Job description

Job Overview

As 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 based

Key job responsibilities

Execute components of Hub Delivery to support successful package delivery operations

Implement established hub delivery playbooks and standard operating procedures

Monitor hub performance metrics and identify opportunities to improve delivery efficiency

Review delivery associate interactions to ensure quality standards and correct tagging in hub systems

Track and report on key delivery performance indicators including hub resolution times, save rates, and quality scores

Identify and escalate systemic hub delivery issues to appropriate Senior Program Managers

Provide Day 1 onboarding support to new hub team members to ensure quality standards are maintained

Identify early delivery disruptions to mitigate failures before they impact customer promise dates

Coordinate partner disruption communications between hubs and delivery partners to maintain transparency and set expectations

Create and maintain WBR/DBR bridges for hub delivery reporting purposes

Troubleshoot hub delivery issues in real-time to minimize customer impact and maintain delivery SLAs

Collaborate with internal hub teams and delivery partners to optimize resource allocation for successful deliveries

Support risk identification and mitigation efforts across the hub delivery network

Communicate regularly with hub managers and stakeholders to provide updates on delivery program status

A day in the life

Support hub teams in maintaining Hub Delivery's operating model

Follow established hub delivery practices and playbooks to ensure consistent execution across delivery networks

Identify and report redundant delivery efforts that could be streamlined within the hub system

Monitor for scale blockers and parity gaps across Hub Delivery

Execute assigned hub delivery tasks and projects with guidance from senior team members

Support special hub delivery projects from documentation to deployment

Review quality of hub team interactions and provide coaching to delivery team members

Generate and distribute hub performance reports to track delivery program health

Respond to and troubleshoot delivery issues at hubs as they arise

Coordinate with last-mile delivery teams to ensure smooth handoffs from hubs