ICQA Operations Manager (Level 6), NA Quality

Description

Do you aim to have a dynamic impact on the world?

Are you up for creating solutions and solving tomorrow's problems today?

Then we have the opportunity for you!

We're seeking an efficient ICQA Operations Manager to take ownership of our fulfillment center Inventory Control and Quality Assurance (ICQA). Our fulfillment centers sit at the heart of Amazon's rapidly growing operations network: they are where we manage our fast-moving inventory. In each fulfillment center, our teams stow deliveries, pick products, package them up and ship them out; each of these groups have played their part in taking us where we are today.

These fulfillment centers are fast-paced and high reward environments, where adherence to policies and procedures is key. We need the right type of leader to ensure that we deliver as reliably as ever to our customers, while making sure our teams deliver on customer obsession.

Key job responsibilities

Your Role and Responsibilities in the ICQA Team:

- Lead and manage the ICQA department including;
Area  Managers, Process Assistants, hourly ICQA count associates, the Inbound Service  Support team and the hourly damage processing associates

- Own the implementation of network safety actions and an  create FC specific ICQA safety actions and compliance to the safety goals  for ICQA (RIR, SIR, LTR, MSDRIR, RIR DMR); including reporting, investigations  and corrective actions to ensure a safe work environment for all  associates.

- Manage the ICQA team count and execution strategy to  achieve the department goals (% to RO, record cleaned %, ICQA rate. FLCM
27 roster compliance) while ensuring compliance and consistency with  Sarbanes-Oxley (SOX) controllership.

- Manage the ICQA FCLM
27 roster and actions for labor  planning assumptions accuracy including; ICQA attendance, attrition and  cross trained targets.

- Own the implementation of PXT required programs in ICQA;  including ADAPT feedback, Connections, Thrive.

- Manage Area Manager(s) through monthly 1:1s and  implementation of Career Growth Actions

- Own the quality strategy in conjunction with the FC Site  leader/General Manager to achieve the FC quality goals for IRDR, GUV, NUV,  Gross Adjustments, Dwelling Inventory, FC concessions, Concessions Missorts,  Net Damages

- Own site Quality CAMP Flags and D /W  cadence;  partnering with the FC senior team to ensure accurate CAMP Bridges  including RCA/Action Plan/Glide path are well defined and matching the  site quality plan

- As part of the FC quality strategy, deliver high quality  deep dive and root cause attribution as well as recommended actions and mechanisms  to influence excellence and Inbound and Outbound departmental ownership of  their own defect injection actions on every shift.

- Own Site Quality Benchmark Audit Program including the  audit compliance, improvement plan, and execution.

- Own FC root cause deep dive bridges, actions and mechanisms  for the ICQA W , as well as accountability to improvement in the ICQA goals  and action plans

- Support the FC in deep dive and root cause attribution  for the Network W  quality flags, while influencing accountability to the  actions to the Inbound and Outbound Senior teams.

- Drive process improvements and team members' ability to  keep pace with our rapid growth, while motivating others and reducing  employee turnover.

- Contribute to Network and NACF level projects as a key  leader on one of the network Vertical Project teams in one of the  following groups:
Concessions, Gross Adjustments, Dwelling Inventory.

Your Role and Responsibilities in your FC and within Operations:

- Adhere to the roles and responsibilities as per the Quality  RACI

- Gain expertise in key fulfillment center process paths,  as well as exception handling; we'll need you to ensure that process  discipline is adhered to across all shifts and departments

- Ensure KPIs are reviewed on a daily, weekly, or monthly  basis and perform control and quality analysis on any behaviors/processes  that could impact on inventory integrity

- Collaborate with all department managers to identify  and understand key projects, initiatives and defect injection actions

- Liaise…