ICQA Area Manager II (Fulfillment & Operations)

Amazon; Phoenix (AZ); On-site; USD 70,000 - 91,000; Full time

Job summary

Amazon is seeking an ICQA Area Manager for the Phoenix fulfillment center to lead inventory control and quality assurance. You will drive safety actions, count accuracy, and audit performance while guiding shift teams to meet SOX controls and cost objectives.

In this role you will develop the ICQA team, coach employees, review defect data, and push process improvements to support rapid growth and excellent customer service at Amazon.

Qualifications

• 2+ years of employee and performance management experience.
• Bachelor's degree or equivalent, or 2+ years of Amazon experience.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Strong communication in English, verbally and written.

Responsibilities

• Own ICQA safety actions and SOX-controllership compliance.
• Own ICQA count, productivity, and audit goals for accuracy and efficiency.
• Conduct shift planning and roster management to meet the spend plan.
• Deliver PXT programs and coach for shift development.
• Identify defects and drive improvements to meet FC quality goals.
• Support regional and network-wide quality strategies.
• Review customer complaints and create action plans to reduce incidents.
• Drive process improvements and reduce turnover while mentoring the team.
• Appraise performance and develop monthly growth actions for staff.

Skills

Employee management

Performance management

English communication

Analytical skills

Lean Six Sigma

Education

Bachelor's degree

Tools

MS Excel

Data analysis tools

Job description

Job ID: 10507468 | Amazon.com Services LLC

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 Area Manager to be part of our fulfillment center Inventory Control and Quality Assurance (ICQA) team. Our fulfillment centers sit at the heart of Amazon’s rapidly growing operations network: they are where we manage our fast-moving inventory. In each fulfillment center, our teams stow deliveries, pick products, package them up and ship them out; each of these groups have played their part in taking us where we are today.

These fulfillment centers are fast-paced and high reward environments, where adherence to policies and procedures is key. We need the right type of leader to ensure that we deliver as reliably as ever to our customers, while making sure our teams deliver on customer obsession

Key job responsibilities

Your Role and Responsibilities in the ICQA Team:

• Own the implementation of network and FC safety actions and compliance to the safety goals for ICQA (RIR, SIR, LTR, MSDRIR, RIR DMR); including reporting, investigations and corrective actions to ensure a safe work environment for all associates
• Own ICQA count, productivity, and audit execution goals (% to RO, records cleaned, direct count, ICQA unproductive time, cycle count accuracy, SBC UPH, CC UPH, Amnesty find rate, WAVE compliance) in accordance with network count strategies, ensuring compliance and consistency with Sarbanes-Oxley (SOX) controllership
• Conduct shift planning, adherence to FCLM27 roster management and daily execution to the ICQA spend plan
• Deliver PXT required programs; including ADAPT feedback, Connections, Thrive for your shift
• Deep dive, identify and create actions for inbound and outbound defect injection opportunities to the operations management team and measure quality, inventory integrity, and accuracy to meet FC level quality goals (IRDR, GUV, NUV, Dwelling Inventory, Gross Adjustments, FC concessions, Concessions Missorts, Net Damages)
• Support and implement actions for directed Regional, and Network-wide quality strategies
• Review and analyze customer complaints and process defect data, followed by development of corresponding action plans to reduce future incidents
• Drive process improvements and develop the ICQA team’s ability to keep pace with our rapid growth, while motivating others and reducing employee turnover
• Appraise the performance of team members; developing, rewarding and coaching employees, specifically creating monthly career growth actions for the ICQA Process Assistants

Your Role and Responsibilities in your FC and within Operations:

• Adhere to the roles and responsibilities as per the Quality RACI
• Ensure KPIs are reviewed on a daily, weekly, or monthly basis and perform control and quality analysis on any behaviors/processes that could impact on inventory integrity
• Gain expertise in key fulfillment center process paths, as well as exception handling; we need you to ensure that process discipline is adhered to across all shifts and departments
• Support deep dive, root cause, action plan creation and alignment, and then own the mechanism to support/hold other departments accountable to delivering on the plan. When conflicts arise, proactively communicate barriers and partner cross functionally to resolve barriers so that action plans are achieved.
• Liaise with Inbound and Outbound Area Managers and Operations Managers to support the communication of all policies related to process compliance, drive continuous improvement through removing obstacles, i.e setting area readiness standards
• Work with Loss Prevention teams to establish, influence and adhere to Loss Prevention policies and procedures
• Support in interviewing and training fulfillment center managers and associates, developing talent and hiring the next generation of managers

Basic Qualifications

• 2+ years of employee and performance management experience
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Strong communication in English, verbally and written.

Preferred Qualifications

• A resilient, focused problem solver and self-starter, with the ability to multi-task and prioritize in a complex, occasionally ambiguous environment
• Able to swiftly pick up new software systems, data analysis tools, and program management tools
• Bachelor’s Degree from an accredited university or equivalent experience in operations management
• Fluent user of the entire MS Office suite, especially Excel
• Strong commitment to employee development, as well as an exceptional level of dedication, motivation and intelligence
• Proven ability to influence, with varying levels of seniority, within an organization
• Strong communication in English, verbally and written.
• Strong analytical abilities, including proficient mathematical and data analysis skills
• Knowledge of and experience with Lean and Six Sigma methodologies and techniques

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.

USA, AZ, Phoenix - 70,000.00 - 90,900.00 USD annually