Zonal 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.
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The successful candidate has last mile logistics experience, an interest in and ability to work and think analytically, and manages all the aspects of multi-disciplinary projects and programs.
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Responsibilities
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Become a subject matter expert for AMZL and customer service processes and systems.
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Conduct root cause analysis, define corrective actions, and ensure completion.
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Dive deep on executive escalations.
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Develop a thorough understanding of customer needs and pain points related to deliveries, both existing and potential.
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Produce white papers and present to senior management.
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Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
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Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
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Deliver end-to-end continuous improvement programs, projects and initiatives.
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Develop and produce metrics and reports leading to performance improvement.
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Lead Kaizens or auditing activities in delivery stations to ensure process implementation.
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About the Team
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Amazon Logistics, or AMZL, handles Last Mile delivery duties in partnership with multiple stakeholders—LM Ops, NOC, CPU, LMAQ etc.
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We utilize creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers.
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Our goal is to make our customers' delivery experience as smooth as possible and roll out global delivery solutions.
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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.
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This team is responsible for the adoption, oversight, and continuous improvement of Standard Operating Procedures (SOPs) across Amazon Logistics (AMZL), where packages are delivered directly to customers' doorsteps.
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The team's primary focus encompasses quality assurance and control processes throughout the entire package journey within Last Mile Operations.
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Key responsibilities include monitoring and improving critical performance metrics such as scan hygiene, delivery success rates, bad scan incidents, invalid scans, and various operational parameters including DOT (Delivered on Time), DDS (Daily Delivery Success), EMD (Estimated Missed Delivery), and CPS (Customer Promise Success) metrics.
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The ACES Quality team operates at multiple organizational levels—Network, Zone, and Cluster—to identify operational process gaps and drive improvements using Lean and Six Sigma methodologies.
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The team's operational model includes deployment of Quality Associates to identified hotspot sites across the network, where they collaborate directly with operations teams to address quality parameters and implement corrective measures.
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Through systematic auditing, performance tracking via specialized dashboards, and continuous process refinement, the Last Mile ACES Quality team ensures that Amazon maintains its commitment to being Earth's most customer-centric company by delivering exceptional service quality and operational excellence in its final-mile delivery operations.
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Ways of Working
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Daily Operations
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Review previous day's performance across all metrics for cluster and respective stations.
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Identify bottom-performing stations requiring immediate attention (using Bottom station analysis).
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Conduct virtual or in-person station visits (Site Gemba) based on severity of quality gaps.
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Join cluster DBR to present insights and collaborate on problem solving / defect reduction.
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Document findings and action items tracker with clear ownership and timelines.
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Raise SIM tickets to Trans SME (NOC) for technical or systemic issues requiring cross-functional support.
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Conduct station audits and share observations/AIs with stakeholders.
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Weekly Cadence
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Monday: Week-over-week trend analysis and priority setting with COM leadership.
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Monday/Tuesday: Attend respective cluster, zone and network WBR with success stories and bridges/PTG for misses if any along with Zonal QM.
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Wednesday: Mid-week checkpoint on action plan progress with Site Leads and CRMs.
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Thursday: Collaborate with respective ACES Program Manager (Charter Owners) on performance analysis and updates.
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Friday: Week closeout review and preparation of weekly quality summary for Zonal QM.
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Ride along with delivery associate and debrief to understand feedbacks and identify improvement opportunities.
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Monthly Activities
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Cluster Meet: Comprehensive quali