Sr. Manager - Quality
Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service team is an essential part of that mission.
We hire the world's brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
We're making history and the good news is, we've only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers.
Our primary mission in supporting customers is package delivery today and successful deliveries tomorrow.
To measure success, we use a variety of quality metrics to benchmark our performance and identify opportunities to improve for customers.
In this role, you will own the organizational wide strategy for improving quality.
To deliver results for customers, you will be responsible for pursuing big projects and new technologies that improve quality.
Weekly, your team will deep dive performance to understand key headwinds, tailwinds, and the impact of projects to report on performance to senior executives.
Critical to your success will be leading your direct team and the entire organization to pursue opportunities by building tools and defining targets.
Job Responsibilities Define the strategy and lead execution for the most impactful quality projects Deep dive performance to identify opportunities, headwinds, tailwinds, and project impacts Report on performance to the SDS leadership and the Customer Service leadership team Enable the entire organization to succeed by defining targets and building tools to enable others to succeed Hire and manage a team of Program Managers and analysts Manage an organization wide project portfolio to ensure key goals are met.
Estimated Salary: $20 to $28 per hour based on qualifications.
We hire the world's brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
We're making history and the good news is, we've only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers.
Our primary mission in supporting customers is package delivery today and successful deliveries tomorrow.
To measure success, we use a variety of quality metrics to benchmark our performance and identify opportunities to improve for customers.
In this role, you will own the organizational wide strategy for improving quality.
To deliver results for customers, you will be responsible for pursuing big projects and new technologies that improve quality.
Weekly, your team will deep dive performance to understand key headwinds, tailwinds, and the impact of projects to report on performance to senior executives.
Critical to your success will be leading your direct team and the entire organization to pursue opportunities by building tools and defining targets.
Job Responsibilities Define the strategy and lead execution for the most impactful quality projects Deep dive performance to identify opportunities, headwinds, tailwinds, and project impacts Report on performance to the SDS leadership and the Customer Service leadership team Enable the entire organization to succeed by defining targets and building tools to enable others to succeed Hire and manage a team of Program Managers and analysts Manage an organization wide project portfolio to ensure key goals are met.
Estimated Salary: $20 to $28 per hour based on qualifications.
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