DESCRIPTION

Supply Chain Program Manager - Delivery Quality
We’re looking for an exceptional Program Manager to lead delivery quality optimization across our Australian network. This is a high-impact role that will drive quality improvements affecting millions of customer deliveries while ensuring operational excellence across First, Middle, and Last Mile operations.
Role Impact:

You’ll lead strategic quality initiatives focusing on:

• Optimizing delivery quality metrics including DEA, FDDS, and FTDS
• Developing comprehensive AU-wide quality measurement systems
• Leading quality improvement programs across network touchpoints
• Building and maintaining relationships with key stakeholders across operations
• Implementing data-driven solutions for systematic quality challenges

Key Responsibilities:

• Own and optimize end-to-end delivery quality metrics across the network
• Lead Weekly and Monthly Business Reviews (WBRs/MBRs) for quality performance
• Develop and implement quality contingency management strategies
• Create and maintain quality scorecards and reporting systems
• Partner with Customer Service, First, Middle and Last Mile Operations Teams to align on quality expectations and resolution paths
• Drive continuous improvement in key metrics through root cause analysis
• Establish and track quality goals across operational departments
• Lead cross-functional projects to enhance delivery accuracy and customer experience

What You’ll Need:

• Strong analytical skills with proven experience in metrics management
• Excellence in stakeholder management across multiple operational teams
• Demonstrated ability to translate data insights into actionable improvements
• Proven track record of leading complex quality initiatives in fast-paced environments
• Advanced Excel skills and proficiency with data visualization tools (SQL skills a bonus)
• Experience in transportation quality management preferred
• Bachelor’s degree in Supply Chain, Engineering, Business, or related field

This role offers the opportunity to directly impact customer satisfaction while optimizing quality processes across one of Australia’s largest delivery networks. You’ll work with diverse teams across First, Middle, and Last Mile operations to drive meaningful improvements in our delivery performance and customer experience.

BASIC QUALIFICATIONS

• Professional experience in either supply chain and logistics, transportation, operations, and/or e-commerce industries,
• Relevant program or project management experience in a similar role,
• Experience in working cross functionally with tech and non-tech teams,
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization,
• Ability to prepare, report and analyse large sets of data,
• Knowledge in Excel (Pivot Tables, VLookUps) at an advanced level and SQL at a medium level,
• Experience defining program requirements including using data and metrics to determine improvements,
• Knowledge of Tableau at an intermediate level (ability to create reports).

PREFERRED QUALIFICATIONS

• Experience in driving end to end delivery, and communicating results to senior leadership,
• Experience in driving process improvements,
• Completed Bachelor’s Degree from an accredited University.
  Acknowledgement of country:
  In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
  IDE statement:
  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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner

• Own and optimize end-to-end delivery quality metrics across the network
• Lead Weekly and Monthly Business Reviews (WBRs/MBRs) for quality performance
• Develop and implement quality contingency management strategies
• Create and maintain quality scorecards and reporting systems
• Partner with Customer Service, First, Middle and Last Mile Operations Teams to align on quality expectations and resolution paths
• Drive continuous improvement in key metrics through root cause analysis
• Establish and track quality goals across operational departments
• Lead cross-functional projects to enhance delivery accuracy and customer experienc