Operational Quality and Continuity Manager, Amazon Corporate Security, Business Assurance Center

Amazon; Seattle (WA); On-site; USD 81,000 - 174,000; Full time

Job summary

Join a forward-thinking company as an Operational Quality and Continuity Manager, where you will lead initiatives that enhance service delivery and operational excellence. This role combines quality control with strategic leadership, ensuring a seamless experience for customers and partners. You will work in a dynamic environment, collaborating across teams to implement innovative solutions that drive quality and efficiency. If you're passionate about operational excellence and thrive in fast-paced settings, this opportunity is perfect for you.

Benefits

Medical Benefits

401(k) Plan

Employee Discounts

Flexible Work Hours

Career Development Programs

Qualifications

• 5+ years applying Quality, Lean, or Lean Six Sigma methodologies.
• Experience in project management and operations leadership.

Responsibilities

• Lead teams for quality control and operational resiliency.
• Develop mechanisms for service continuity and proactive quality.

Skills

Quality Control

Lean Six Sigma

Project Management

Analytical Skills

Problem Solving

Education

BA/BS Degree

Master's Degree in Operations Research or Business Management

Tools

MS Word

Excel

Visual Basic for Excel

PowerPoint

Outlook

Job description

DESCRIPTION

At Amazon we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help Amazon Corporate Security's Business Assurance Center (ACS BAC) build a best-in-class organization to keep Amazon's people, property, assets, and ideas safe, this is your chance to make history by joining our team.

We are looking for an experienced, passionate, and strategic quality and business continuity leader to join the ACS BAC Operations Excellence team. The Operational Quality and Continuity Manager (OQCM) will lead teams within the operations excellence vertical that are responsible for quality control, global consistency, and operational resiliency. They will help create, lead, and implement the program vision. The OQCM will serve as a coach, mentor, and project leader for mechanisms that span service lines and geographies.

The OQCM operates at the nexus of operations, quality, and analytics teams. They will create and be accountable for initiatives that result in consistent, scalable, and frustration-free experiences for customers and partners. The OQCM is responsible for mechanisms that ensure consistent just-in-time quality and timeliness of global service delivery. They are comfortable working in an extremely fast-paced startup environment.

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job responsibilities
• Escalations: serve as the first line of deep dive for partner escalations, should a SOM be unable to identify root cause during their shift. Refers situations that may expose systemic or global issues to the Process Integrity Research team to conduct After-Action Reviews or Correction of Errors.
• Business Continuity and Resiliency: responsible for mechanisms and processes that ensure service continuity for BAC customers and partners, regardless of system outages, volume surges, or other unforeseen events. They are responsible for the Business Continuity and Surge Plans, regularly exercising and updating the plans.
o Responsible for shift passdown mechanism, ensuring continuity between global operations centers in a 24/7 environment, with team members dynamically moving shifts.
• Proactive Quality: responsible for regularly conducting tests of operators' ability to deliver services through covert yet controlled mechanisms, such as the "Chaos Doodle" secret shopper program.
• Reactive Quality: responsible for the Case and Call Quality Scorecard mechanism, including the standards, calibration, and visualization thereof. Leads Quality Coach team in executing the scorecard mechanism, anomalous behavior monitoring (false alarm reporting), and MDF Audit programs.
• Product Management: BAC representative for operational impacts related to technology enhancements (case management tool, etc.).
• Operator Analytics: business owner responsible to collaborate with service line leaders and Business Intelligence team for the development and upkeep of team and operator performance dashboards.
• Weekly Business Review (WBR): own the operations Weekly Business Review mechanism, collaborating with Service Line Leaders to define health metrics, then conduct analysis and identify remediation for those not meeting target.

BASIC QUALIFICATIONS

• BA/BS degree required
• 5+ years' experience applying Quality, Lean, or Lean Six Sigma methodologies
• 5+ years' experience in project management, program management, operations leadership, or operations improvement
• 1+ years' experience leading teams in a relevant field

PREFERRED QUALIFICATIONS

• Business continuity planning experience
• Lean and/or Six Sigma certification, Amazon ACES experience
• Master's Degree in Operations Research, Business Management, Business Administration, or equivalent
• Demonstrated analytical skills; a quantitative background with ability to create tools that synthesize and interpret large volumes of data, and clearly communicate findings
• Experience identifying, analyzing, and solving ambiguous problems independently with an attention to detail
• Demonstrated ability to successfully influence stakeholders without formal authority, leading cross functional teams across geographies and business units
• Experience successfully influencing senior leaders with written and verbal communications and interfacing with and influencing managers, decision makers, and peers
• Experience leading medium or large teams, with success coaching team members
• Passion for technology, curiosity to dive deep into Amazon's suite of technical products and commitment to learning and expanding technical knowledge
• Technical proficiency in MS Word, Excel, Visual Basic for Excel, Outlook, and PowerPoint

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,100/year in our lowest geographic market up to $173,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.