Global Performance Ops: Quality & Training Manager

Amazon; Nashville (TN); On-site; USD 115,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon.com Services LLC is seeking a Manager III, Operations Quality & Training to lead a high-performing team responsible for quality assurance in Specialist event and case work. You will drive calibration, audit methodologies, and KPI reporting, while expanding the Perf Ops Quality Program globally and partnering with Tech teams on AI-driven improvements.

The role emphasizes strategic quality standards, cross-functional influence, and scalable training materials to support the Global Scorecard

Qualifications

• Bachelor's degree required.
• 5+ years of team management experience.
• 5+ years of program or project management experience.
• 5+ years of cross functional project delivery experience.
• 5+ years of working cross functionally with tech and non-tech teams experience.

Responsibilities

• Lead, coach, and develop a team of quality specialists and program managers, fostering ownership and continuous improvement.
• Own the end-to-end quality assurance program for Specialist event and case work, ensuring accuracy and adherence to standards.
• Design and improve QR frameworks, calibration processes, and audit methodologies.
• Lead QR calibration sessions with Ops Leaders and LMAQ partners to align on quality expectations.
• Analyze quality trends, identify root causes of defects, and develop corrective action plans.
• Establish and track quality KPIs, providing regular reporting and insights to leadership.
• Scale the Scorecard information and best practices across DSP org and partner teams.
• Drive improvements to external resources such as Metric Guides and DSP Companion tools.
• Scale the Perf Ops Quality Program globally for the Global Scorecard Product.
• Identify opportunities to optimize Ops functions through ML/AI automation with tech teams.

Education

Bachelor's degree

Job description

Amazon.com Services LLC is seeking a Manager III, Operations Quality & Training to lead a high-performing team responsible for quality assurance in Specialist event and case work. You will drive calibration, audit methodologies, and KPI reporting, while expanding the Perf Ops Quality Program globally and partnering with Tech teams on AI-driven improvements.

The role emphasizes strategic quality standards, cross-functional influence, and scalable training materials to support the Global Scorecard