Snr Quality Manager, Amazon Pick up and Return Point

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 Pick Up and Returns (PARP) 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.

We are looking for a Quality Manager with a proven ability to deliver results and lead long term strategic initiatives to innovate our global operation. This position is a multi-faceted role requiring the ability to balance strategy and execution. This role requires working with globally distributed teams primarily focusing on its own country of responsibility to resolve some of the biggest quality defects the organization faces. Cross-team coordination, project management, executive presentation skills, and proven track record of delivering results are essential.
In this role, you will heavily focus on Country-wise concessions reduction, and drive initiatives to reduce Delivery failures and acting as a liaison between product, tech and business team to launch new features, working in close collaboration with AMZL, commercial carriers, support teams, and operators, piloting new launches and processes, leading the way in developing the future of our pick up services.

To be successful in this role you will need to have proven development skills, analytical, able to translate business problems into scalable and tangible process improvements capable of working effectively with senior leadership across multiple organizations and geographies. You will also need to be a self-starter, proven program leader, communicator and problem solver. You will work with cross-functional teams on complex problems and deal with ambiguity.

Key job responsibilities
The Quality Manager will:
- Own and execute on opportunities for improving quality and customer experience — including driver delivery processes and counter associate operations — and reducing customer attrition through data analysis across the assigned Pick-up Point network
- Lead strategic projects with both local and worldwide scope, including new product and feature launches, process improvements, and geographic expansion within the EU region
- Partner with the global Quality Management function and worldwide teams to innovate on behalf of the business, develop best practices, and ensure learnings are scaled globally
- Drive strategic engagement with internal and external partners, both locally and across international stakeholders in different time zones and geographies
- Own and contribute to regular reporting on business performance (WBR/MBR/QBR) at both local and worldwide level
- Champion and lead a culture receptive and adaptable to business change, influencing both local and global teams
- Manage end-to-end quality processes for Amazon PARP Pick-up Point products, ensuring alignment with worldwide quality standards and governance frameworks
- Drive continuous improvement projects in installation, maintenance, and operational processes across the network
- Monitor and manage performance of service providers — including installation and maintenance partners and internet service providers — escalating issues as needed to local and global leadership
- Identify through analysis and execute on opportunities to improve customer experience and performance, sharing insights and recommendations with the worldwide Quality team to drive global impact

About the team
Amazon Hub Pick Up and Returns (PARP) Quality Team aims to provide best in class Customer, Store Associate and Driver experience for PARP deliveries and pickups.

Basic Qualifications

- Experience using Microsoft Excel to manipulate and analyze data
- Experience with SQL
- Experience conducting sophisticated and creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent
- Experience in business-process design or equivalent
- Experience presenting to senior leadership
- Experience in quality or customer-facing role
- Bachelor's degree, or MS degree
- Speak, write, and read fluently in English

Preferred Qualifications

- Experience using Salesforce (or other CRM tool) or BI tools
- Experience working within a high-growth, technology company

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