Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc., originally creating the best-selling Kindle family of products. Since then, we have produced devices like Fire tablets, Fire TV, and Amazon Echo. What will you help us create?

The Role:

The Amazon Devices Reverse Logistics (ADRL) Service Quality and Sustaining Engineering Manager is responsible for ensuring that devices returns and services provide a quality and continuously improving customer experience. RL Quality and Sustaining Engineers (QSEs) own the business Key Performance Indicators (KPIs) including establishing organizational goals, reporting to leadership, and leading cross-functional teams focused on improvement.

The QSE will be an expert on existing sustaining RL processes and assess risk of new and unique processes for the growing devices portfolio of products. On-going assessment includes evaluations of operational and technical processes, resulting in closed loop feedback to Amazon devices design, product quality, and sustaining engineering teams.

The Quality and Sustaining Engineer will be responsible for creating and owning the operational quality management tools and mechanisms for the customer returns and reverse supply chain business. This will include collaboration with the global supplier and 3rd party partner Quality and Operations leadership teams to drive data-driven decisions and performance improvement.

The successful candidate will establish quality goals and monitor performance, investigate to root cause determination, and validate implementation of subsequent closed loop corrective action. Working with high sense of urgency when managing critical issues, the QSE will ensure that robust processes and inspection mechanisms exist to prevent new process defects as well as eliminate recurrence.

As part of sustaining operations support, the QSE will support change announcement and implementation for products through the end of the product support lifecycle throughout the reverse logistics network and supplier base. The QSE will be required to evaluate conflicting priorities to deliver timely changes and protect the customer experience throughout the life of their device. As the RL facilitator for device capture and failure analysis processes across device engineering and product teams, the QSE will work quickly and communicate clearly to a wide cross-functional team.

In addition to the work done in the New Product Introduction (NPI) and Sustaining phases, the Quality Engineer will enforce accountability to stakeholders and peers, drive continuous improvement in all aspects of the job, be able to deal with ambiguity, and influence at all levels of the company.

In this role, you will:

- Understand customer returns and services features and processes in detail to be able to assess risk and build processes that prevent negative customer experiences due to process risks
- Be an expert in operations and supplier quality management, including standard quality management systems
- Lead cross-functional teams for continuous improvement initiatives and corrective actions response
- Utilize your comprehensive knowledge of standards, related disciplines, company strategy and goals, to ensure a positive customer experience
- Deliver solutions to complex problems through in-depth data analysis and forensics by using methodical approaches, along with experience, innovation and judgment to make decisions that may be based on partial information
- Understand detailed implications of decisions and recommendations and be able to communicate recommended solutions to the product development team, all the way up through the executive leadership of the company
- Align cross-functionally, influencing a broad spectrum of stakeholders to deliver on the quality policy
- Create standards around which others will operate and build consensus
- Travel up to 20%