Quality Manager, Last Mile ACES - Quality

Job description

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 responsibilitiesBecome an subject matter expert for AMZL and customer service processes and systemsConduct 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 managementBuild 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 teamAmazon 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.Key job responsibilities Ways of Working:• Daily Operations:1. Review previous day's performance across all metrics for cluster and respective stations2. Identify bottom-performing stations requiring immediate attention (using Bottom station analysis)3. Conduct virtual or in-person station visits (Site Gemba) based on severity of quality gaps4. Join cluster DBR to present insights and collaborate on problem solving / defect reduction5. Document findings and action items tracker with clear ownership and timelines6. Raise SIM tickets to Trans SME (NOC) for technical or systemic issues requiring cross-functional support7. Conduct station audits and share observations/AIs with stakeholders• Weekly Cadence:1. Monday: Week-over-week trend analysis and priority setting with COM leadership2. Monday/Tuesday: Attend respective cluster, zone and network WBR with success stories and bridges/PTG for misses if any along with Zonal QM3. Wednesday: Mid-week checkpoint on action plan progress with Site Leads and CRMs4. Thursday: Collaborate with respective ACES Program Manager (Charter Owners) on performance analysis and updates5. Friday: Week closeout review and preparation of weekly quality summary for Zonal QM6. Ride along with delivery associate and debrief to understand feedbacks and identify improvement opportunities• Monthly Activities:1. Cluster Meet: Comprehensive quality business review with COM and Zonal QM2. Training needs assessment and coordination with LM ACES Program teams including L&D3. Best practice sharing sessions across COMs within the zone4. Training and on-ground execution of new programs/product launches in partnership with L&D and Program Team5. Connect with business coach and city managers to identify channel level opportunities• Stakeholder Engagement:1. Maintain regular touchpoints with COM, CRMs, and Station Leaders through structured communication channels2. Regular cadence with Program Managers (central charter owners) to understand opportunities and program updates/new launches if any3. Ensure all proposals and recommendations are concise (3-4 paragraphs) with supporting data from dashboards• Escalation Matrix:1. Station-level issues: Direct resolution with Station Leader (24-hour response time)2. COM-level systemic issues: Escalate to COM with proposed solutions (48-hour resolution target)3. Zone-level or cross-COM issues: Escalate to Zonal QM with comprehensive analysis (72-hour resolution target)4. Technical/system issues: Immediate SIM ticket creation with Trans SME (NOC) and close loopingAbout the teamThe Last Mile ACES (Amazon Customer Excellence System) Quality team serves as the guardian of quality control and operational excellence within Amazon's last-mile delivery operations. This team is responsible for the adoption, oversight, and continuous improvement of Standard Operating Procedures (SOPs) across Amazon Logistics (AMZL), where packages are delivered directly to customers' doorsteps.The team's primary focus encompasses quality assurance and control processes throughout the entire package journey within Last Mile Operations. Key responsibilities include monitoring and improving critical performance metrics such as scan hygiene, delivery success rates, bad scan incidents, invalid scans, and various operational parameters including DOT (Delivered on Time), DDS (Daily Delivery Success), EMD (Estimated Missed Delivery), and CPS (Customer Promise Success) metrics. The ACES Quality team operates at multiple organizational levels—Network, Zone, and Cluster—to identify operational process gaps and drive improvements using Lean and Six Sigma methodologies.The team's operational model includes deployment of Quality Associates to identified hotspot sites across the network, where they collaborate directly with operations teams to address quality parameters and implement corrective measures. Through systematic auditing, performance tracking via specialized dashboards, and continuous process refinement, the Last Mile ACES Quality team ensures that Amazon maintains its commitmen