🚀 Quality Program Manager - Customer Experience Organization
Are You Ready to Shape the Future of Amazon's Pickup & Returns Experience?
Do you get excited about solving puzzles, diving deep into data, and making processes work like a well-oiled machine? We're looking for a Quality Program Manager who can turn complex challenges into seamless customer experiences across our 500+ locations!
🎯 What You'll Do:
- Play detective with our data to uncover quality improvement opportunities across labor planning, returns processing, and customer experience
- Lead deep-dive investigations into performance outliers
- Partner with cross-functional teams to optimize "Under The Roof" processes that keep our operations running smoothly
- Design and implement action plans that transform insights into real-world improvements
- Be the voice of quality, communicating findings and progress to stakeholders with clarity and confidence
🌟 You'll Love This Role If You:
- Have a Sherlock-level attention to detail and love solving complex problems
- Get energized by collaborating with diverse teams and stakeholders
- Have a track record of turning data into actionable improvements
- Are comfortable being the quality champion who drives positive change
- Excel at both written and verbal communication
- Can influence without direct authority
💪 Impact You'll Make:
Your work will directly influence how millions of customers experience Amazon's pickup and returns services. You'll be the driving force behind maintaining our best-in-class standards and ensuring every customer interaction is exceptional.
Key job responsibilities
Audit Management & Planning
- Design comprehensive audit schedules aligned with business objectives
- Develop and maintain robust auditing tools and reporting systems
- Communicate timelines and policies clearly to all stakeholders
- Create structured feedback loops and progress tracking mechanisms
Data Analysis & Monitoring
- Monitor key quality metrics through QuickSight dashboards, WBR, and MBR
- Extract and analyze data from various databases to identify trends
- Deep dive into outliers and performance anomalies
- Track effectiveness of implemented solutions using both quantitative and qualitative data
Problem Resolution & Improvement
- Conduct root cause analysis for identified issues and escalations
- Develop corrective and preventative action plans
- Partner with Product, Program, and Field Operations teams to design sustainable solutions
- Perform on-site audits to gather first-hand insights
- Measure and document the impact of improvement initiatives
Stakeholder Management & Communication
- Regular reporting to stakeholders on audit findings and progress
- Maintain clear documentation of all processes and improvements
- Facilitate cross-functional communication to ensure alignment
- Present data-driven recommendations to leadership
Flow of Responsibilities:
1. Monitor → Identify Issues → Analyze → Plan → Implement → Measure → Report → Refine
