ICQA Operations Manager, UK Customer Fullfillment

TN United Kingdom; Doncaster; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an ICQA Operations Manager to lead its fulfillment center's Inventory Control and Quality Assurance team. This pivotal role involves managing a dynamic team, ensuring compliance with safety programs, and driving process improvements in a fast-paced environment. You will collaborate with various departments to maintain high standards of quality and efficiency, ensuring customer satisfaction through effective operations. If you are passionate about leadership and operational excellence, this is an exciting opportunity to make a significant impact.

Qualifications

• Experience in people management and development.
• Track record of process improvements in data-driven environments.

Responsibilities

• Lead and supervise a team in inventory control and quality assurance.
• Analyze inventory defects and implement action plans.

Skills

People Management

Data Analysis

Process Improvement

Communication

Collaboration

Education

Degree or Equivalent Qualification

Tools

Data Analysis Tools

Job description

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ICQA Operations Manager, UK Customer Fulfillment, Doncaster

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Client:

Amazon UK Services Ltd.

Location:

Doncaster, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

81fa93a57ba7

Job Views:

4

Posted:

28.04.2025

Expiry Date:

12.06.2025

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Job Description:

Do you aim to have a dynamic impact on the world? Are you up for creating solutions and solving tomorrow’s problems today? Then we have the opportunity for you! We are looking to hire an ICQA Operations Manager to take ownership of our fulfillment centers' Inventory Control and Quality Assurance (ICQA) team. Our fulfillment centers (FC) are at the heart of Amazon’s rapidly growing operations network: managing our fast-moving inventory. In each FC, teams handle deliveries, pick products, package, and ship them out; each team plays a vital role in our success. These centers are fast-paced, high-reward environments where adherence to policies and procedures is key. We need a leader who ensures reliable delivery to customers while fostering a customer-obsessed team environment.

Key job responsibilities:

1. Lead and supervise a team of ICQA Area Managers and hourly Associates, including Team Leads and Data Analysts, in inventory control, quality assurance, and problem-solving operations within the fulfillment center.
2. Partner with Operations and Support teams to establish, influence, and adhere to policies and procedures.
3. Ensure compliance with safety programs and SOX regulations.
4. Analyze inventory defects and customer defect data to identify action plans that improve quality.
5. Conduct weekly and monthly labor planning, forecasting capacity needs, staffing, and scheduling.
6. Support interviewing and training of fulfillment center Area Managers.

A day in the life:

You will lead a department responsible for inventory control, quality assurance, and problem-solving operations. Your day starts with a meeting with the FC leadership team to review performance and address issues. Throughout the day, you review inventory discrepancies, analyze data for trends and improvements, collaborate with your team and partners across FC operations, and observe processes on the floor to ensure safety and quality standards. You will also spend time developing your team, providing feedback, and planning training. Your efforts ensure inventory accuracy, resolve quality challenges, and maintain customer satisfaction through efficient operations.

About the team:

The EU ICQA mission is to prevent and eliminate customer-facing defects, providing world-class service at minimal cost. The vision is to exceed customer expectations by operating defect-free order fulfillment, creating and implementing quality standards across all FC processes. We lead with empathy to foster a safer, more productive, and diverse work environment, empowering our team members to grow and succeed.

BASIC QUALIFICATIONS

• A degree or equivalent qualification
• Relevant experience in people management and development
• Experience in large projects, driving collaboration across teams and stakeholders
• Track record of process improvements in data-driven environments
• Proficient in verbal and written communication in the local language and English

PREFERRED QUALIFICATIONS

• Supervisory experience in distribution or manufacturing, with quality assurance processes
• Strong commitment to employee development and team management
• Ability to influence peers and stakeholders at various levels
• Knowledge of supply chain principles, SOX compliance, and inventory control systems
• Advanced skills in data analysis tools and software