Quality Manager, Last Mile ACES - Quality
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 job 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.
About the team Amazon Logistics, or AMZL, handles Last Mile delivery duties in partnership with multiple stakeholders - LM Ops, NOC, CPU, LMAQ etc. We utilize creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions.
Key job responsibilities
Ways of Working:
Daily Operations:
Review previous day's performance across all metrics for cluster and respective stations
Identify bottom-performing stations requiring immediate attention (using Bottom station analysis)
Conduct virtual or in-person station visits (Site Gemba) based on severity of quality gaps
Join cluster DBR to present insights and collaborate on problem solving / defect reduction
Document findings and action items tracker with clear ownership and timelines
Raise SIM tickets to Trans SME (NOC) for technical or systemic issues requiring cross-functional support
Conduct station audits and share observations/AIs with stakeholders
Weekly Cadence:
Monday: Week-over-week trend analysis and priority setting with COM leadership
Monday/Tuesday: Attend respective cluster, zone and network WBR with success stories and bridges/PTG for misses if any along with Zonal QM
Wednesday: Mid-week checkpoint on action plan progress with Site Leads and CRMs
Thursday: Collaborate with respective ACES Program Manager (Charter Owners) on performance analysis and updates
Friday: Week closeout review and preparation of weekly quality summary for Zonal QM
Ride along with delivery associate and debrief to understand feedbacks and identify improvement opportunities
Monthly Activities:
Cluster Meet: Comprehensive quality business review with COM and Zonal QM
Training needs assessment and coordination with LM ACES Program teams including L&D
Best practice sharing sessions across COMs within the zone
Training and on-ground execution of new programs/product launches in partnership with L&D and Program Team
Connect with business coach and city managers to identify channel level opportunities
Stakeholder Engagement:
Maintain regular touchpoints with COM, CRMs, and Station Leaders through structured communication channels
Regular cadence with Program Managers (central charter owners) to understand opportunities and program updates/new launches if any
Ensure all proposals and recommendations are concise (3-4 paragraphs) with supporting data from dashboards
Escalation Matrix:
Station-level issues: Direct resolution with Station Leader (24-hour response time)
COM-level systemic issues: Escalate to COM with proposed solutions (48-hour resolution target)
Zone-level or cross-COM issues: Escalate to Zonal QM with comprehensive analysis (72-hour resolution target)
Technical/system issues: Immediate SIM ticket creation with Trans SME (NOC) and close looping
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
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#J-18808-Ljbffr