Quality PM, CXO
Apply NowCompany: Amazon
Location: Nashville, TN 37211
Description:
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
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.