Program Manager II, 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.

Basic Qualifications

3+ years of program or project management experience

3+ years of working cross functionally with tech and non-tech teams experience

Preferred Qualifications

A degree in the technical field of Supply Chain, Operations, Engineering, or Mathematics.

Relevant experience with last mile and/or customer service processes and technologies.

Relevant experience of communicating with a wide range of stakeholders, including your peers and leadership.

Experience in completing a high volume of tasks and projects with little to no guidance and tight deadlines.

Relevant experience scoping, leading, and implementing process improvements through: Lean process, Kaizen, and/or Six Sigma.

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