Define the North Star metric for Fresh serving delivery partners

Problem Statement Description

Product context: Amazon is a commerce, logistics, media, devices, and cloud company; its products include Marketplace, Prime, Prime Video, Alexa devices, ads, fulfillment, and AWS.

Amazon Fresh relies on delivery partners to move time-sensitive grocery orders from fulfillment locations to customers while preserving freshness, delivery promise accuracy, and a reliable partner experience. In this interview, you are asked to define a North Star metric for the Fresh delivery-partner side of the marketplace, not for the customer app alone or for Amazon Fresh overall.

Focus on the delivery-partner workflow: receiving and accepting delivery opportunities, arriving at the pickup location, waiting and loading orders, completing multi-stop routes within promised windows, handling substitutions or missing items, communicating with customers when needed, and earning predictable compensation. The metric should reflect whether Fresh is creating durable value for delivery partners while still supporting Amazon’s customer promise and operational efficiency.

Because this is a metrics question, the strongest response should clarify what “serving delivery partners” means, what outcome the North Star should represent, and how it would be measured in a way that is actionable for product, operations, routing, incentives, and fulfillment teams.

The experience should consider:

- The exact user segment and denominator: active delivery partners, scheduled partners, partners who accepted Fresh blocks/routes, or partners exposed to Fresh opportunities.

- The partner journey stages where friction can occur, including offer discovery, acceptance, pickup wait time, route execution, customer handoff, earnings, and issue resolution.

- How the metric would be instrumented across app events, dispatch systems, fulfillment scans, GPS/route data, delivery completion data, earnings data, and support contacts.

- Relevant cohorts such as new vs. tenured partners, geography, delivery model, time of day, route length, weather, fulfillment center, and order density.

- Guardrail metrics for customer experience, freshness, on-time delivery, cancellations, safety, partner churn, cost per delivery, and operational defects.

- How the metric handles trade-offs between partner satisfaction, speed, reliability, and Amazon’s cost-to-serve.

- Whether the metric can guide decisions on routing, batching, incentives, pickup operations, app UX, and partner support.

Your goal is to define a clear, measurable North Star metric that captures long-term delivery-partner value in Amazon Fresh, explain why it is the right primary metric, and describe the supporting metrics and guardrails needed to make it useful for product and operational decision-making.