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 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 ES 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 ES concessions reduction, and drive initiatives to reduce Delivery failures and acting as a liaison between product, tech and business team to launch new features in ES, working in close collaboration with AMZL, commercial carriers, support teams, and operators, piloting new launches and processes across ES, 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:

* Become an expert on delivery operations and drive continuous improvement in performance while the business continues its rapid growth
* Identify and execute on opportunities for improving customer experience (incl. driver delivery processes and counter associate operations) and reducing delivery cost through data analysis
* Lead and participate in strategic projects, including new product and feature launches, process improvements, and geographic expansion
* Partner with global Operations Managers to innovate on behalf of the business and develop best practices
* Manage strategic relationships with internal and external partners
* Report on weekly, monthly and quarterly KPIs and projects to senior leadership
* Promote and develop an environment which is receptive and adaptable to business change



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