Quality Manager, Last Mile ACES - Quality
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We are seeking a Quality Manager for our Amazon Logistics (AMZL) Last Mile Delivery Experience Team. The successful candidate has last mile logistics experience, an interest in and ability to work and think analytically, and manage all the aspects of multi-disciplinary projects and programs.
Key Responsibilities
Become an subject matter expert for AMZL and customer service processes and systems.
- - Conduct root cause analysis, define corrective actions and ensure they are completed. Dive deep on executive escalations.
- Develop a thorough understanding of customer needs and pain points related to our deliveries, both existing and potential. Produce white papers and present to senior management.
- Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
- Deliver end-to-end continuous improvement programs, projects and initiatives. Develop and produce metrics and reports leading to performance improvement. Lead Kaizens or auditing activities in delivery stations to ensure process implementation.
- Review previous day’s performance across all metrics for cluster and respective stations; identify bottom‑performing stations requiring immediate attention, conduct virtual or in‑person station visits, join cluster DBR to present insights, document findings, raise SIM tickets, conduct station audits.
- Weekly activities: trend analysis and priority setting with COM leadership; attend cluster, zone, network WBRs; mid‑week checkpoint on action plan progress; collaborate with ACES Program Manager on performance analysis; week closeout review.
- Monthly activities: cluster meet; training needs assessment; best practice sharing; training and on‑ground execution of new programs; coordinate with business coach and city managers to identify channel level opportunities.
- Maintain regular touchpoints with COM, CRMs, station leaders; maintain cadence with Program Managers; ensure proposals concise.
- Escalation matrix: station‑level issues resolved by Station Leader; COM‑level systemic issues escalated to COM; zone‑level issues escalated to Zonal QM; technical/system issues immediate SIM ticket creation.
About the Team The Last Mile ACES (Amazon Customer Excellence System) Quality team serves as the guardian of quality control and operational excellence within Amazon’s last‑mile delivery operations. The team oversees the adoption, oversight, and continuous improvement of SOPs across Amazon Logistics (AMZL) where packages are delivered directly to customers’ doorsteps.
Responsibilities include monitoring and improving critical performance metrics such as scan hygiene, delivery success rates, bad scan incidents, invalid scans, DOT, DDS, EMD, CPS, etc. The team operates at Network, Zone, and Cluster levels to identify operational process gaps and drive improvements with Lean and Six Sigma. They deploy Quality Associates to hotspots, collaborate with operations teams, audit, track performance via dashboards, and continuously refine processes to deliver exceptional service quality and operational excellence.
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.
Preferred Qualifications
- - 1+ years of performance metrics, process improvement or lean techniques experience. xkiyazw
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.