Quality Manager, Amazon Hub, NA HUB Quality

Amazon; Bellevue (WA); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is on the lookout for a Quality Manager to lead the customer delivery strategy for its Pickup Point operations. This role is pivotal in enhancing the delivery experience through effective vendor management and process improvement. The ideal candidate will leverage strong analytical skills to interpret data, drive initiatives, and collaborate with cross-functional teams. If you are passionate about operational excellence and enjoy working in a dynamic environment, this opportunity offers a chance to make a significant impact in a high-growth technology company.

Qualifications

• 5+ years of experience using Microsoft Excel for data analysis.
• Proven track record in vendor management and process improvement.

Responsibilities

• Manage transportation delivery quality for pickup point products.
• Analyze performance data and implement improvement programs.

Skills

Microsoft Excel

Vendor Management

Process Improvement

Analytical Skills

Interpersonal Skills

Education

Bachelor's degree in Business Administration

Bachelor's degree in Finance

Bachelor's degree in Economics

Bachelor's degree in Computer Science

Bachelor's degree in Engineering

Tools

Salesforce

SQL

Job description

Quality Manager, Amazon Hub, NA HUB Quality

Job ID: 2867064 | Amazon.com Services LLC

Amazon opened its virtual doors in 1995 and strives to be the world’s most customer centric company, where customers can find and discover anything they might want to buy online. Amazon Hub is growing and we are working to create a world class delivery experience for customers through alternate delivery options - lockers and pickup points. If you are passionate about delivery operations and look around corners for ways to serve customers, we want your help.

Amazon Hub is seeking a leader who will be responsible for all aspects of customer delivery strategy for one of our Pickup Point Types operating in the United States and Canada. The successful candidate will build and maintain strong relationships with internal and external partners – including last mile carriers, technology, supply chain, and customer service. This role is Program Management and Process Improvement focused and the ideal candidate must be both analytical and creative, seeking out ways to improve customer experience and executing on those ideas. Strong interpersonal skills are also important as the position will have frequent interaction with senior leadership at Amazon and partner companies.

The role will:

1. Work across team(s) and Ops organization at country, regional and/or cross regional level to drive improvements and enablers to implement solutions for customer, cost savings in process workflow, systems configuration and performance metrics.
2. Lead medium to large complex, cross-functional strategic projects and opportunities.
3. Prioritize projects and feature sets, evaluate and set stakeholders expectations for Amazon’s marketplace: country, regional and/or cross regional level.
4. Write clear and detailed functional specifications based on business requirements as well as write and review business cases.
5. Apply rigorous approach to problem solving.
6. Utilize highly analytical skills needed to interpret large data sets.
7. Perform supporting research and analysis, and drive the product (project, processes/ deliverables) development schedule from design to release.
8. Structure and develop implementation plans and work with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.
9. Be a credible business partner to Amazon’s Operations network.
10. Manage critical relations with external partners (e.g. vendors) and contractors from the initial phase of the project to its execution.
11. Demonstrate strong hands-on project and operations management.
12. Exhibit strong ownership of any part of their project.
13. Possess a combination of practical and intellectual skills and an ability to shift, and adapt to different tasks that vary between complex analyses and hands-on project and operations management.
14. Have relevant understanding and experience on operational processes and workflow, able to dive deep in the operational process to correct underperforming parts and act as a troubleshooter.
15. Provide technical/operational guidance to the teams, managers, and field personnel on their projects or part of the medium to large project and processes.
16. Be consulted regarding operation model, and, for higher levels be considered as a formal owner of the Operation model.

Key job responsibilities
A Quality Manager will have responsibility for a pickup point product and manage the transportation delivery quality of Amazon packages to those locations. They will review performance by using existing reporting tools, as well as develop SQL queries to deep dive the performance. They will work with the carriers to identify opportunities for improvement, and put programs in place to drive those improvements.

A day in the life
The life of a Quality Manager has a few items that set the cadence for their work. At the start of the week they will review prior week performance, identify issues, deep dive those issues, and then work carriers to resolve those issues during the week. They will also spend time on projects to find ways to simplify their work by finding ways to automate manual processes.

About the team
The NA Quality team is based in Bellevue and we work with our peers throughout the world to find and deploy quality improvements for the US and Canada.

BASIC QUALIFICATIONS

- 5+ years of Microsoft Excel experience
- Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field
- Experience with sales CRM tools such as Salesforce or similar software
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent
- 2+ years of experience managing vendors, with demonstrated success in driving vendor management improvement in a process improvement or quality management role

PREFERRED QUALIFICATIONS

- 5+ years of finance, business management and sales operations experience
- Experience working within a high-growth, technology company