Regional Manager, ICQA - AMZ8115.18

Amazon•Sacramento, CA

88d•$167,814 - $202,400•Onsite

About The Position

The Regional Manager, ICQA will own the quality strategy across multiple sites in a specific network to achieve network quality goals. This role involves managing multiple ICQA teams, including talent development, PXT management processes, and safety management. The manager will also be responsible for ICQA execution goals, count strategy, labor planning, and measurement of quality and inventory integrity. This includes analyzing customer complaints, developing action plans, strategic planning, and participating in network-wide quality initiatives. The role requires organizing quality management plans, identifying root causes of inventory deviation, mentoring Operations Managers, and owning the region's ICQA WBR. Continuous process improvement, team motivation, and reducing employee turnover are key. The manager will also participate in monthly RQM syncs with GMs, own the Regional/Site Quality Benchmark Audit Program, and solve complex business problems. The role involves thinking big, developing new ideas, and collaborating with various teams and senior leadership. Building relationships with stakeholders and thriving in ambiguous environments are essential. Expertise in fulfillment center processes and exception handling is required to ensure process discipline.

Requirements

Master’s degree or foreign equivalent in Engineering, Operations, Business, or a related field
4 years of experience in the job offered, manufacturing, production, distribution environment, or related field.
4 years of experience with performance metrics, process improvement, or Lean techniques.
4 years of experience with the full lifecycle including interviewing, hiring, performance management, promotions, and termination.
4 years of experience working cross functionally with tech and non-tech teams.
4 years of program or project management experience.
4 years of managing, analyzing and communicating results to senior leadership experience.
4 years of experience implementing repeatable processes and driving automation or standardization.
4 years of experience defining program requirements and using data and metrics to determine improvements.

Nice To Haves

All applicants must meet all the above listed requirements.

Responsibilities

Own the quality strategy across multiple sites in a specific network to achieve the network quality goals including: IRDR, GUV, NUV, Dwelling Inventory, Gross Adjustments, FC Concessions, Concessions Missorts, Net Damages.
Manage multiple ICQA teams including the talent development, PXT management processes and safety management of all in-scope associates and managers.
Own the safety goals, actions and programs for ICQA within your Region (RIR, SIR, LTR, MSDRIR, RIR DMR); including reporting, investigations and corrective actions to ensure a safe work environment for all associates Support safety programs and compliance to ensure a safe work environment for all Associates
Own the ICQA execution goals and count strategy for the region, creating actions and programs to drive continuous improvement in ICQA productivity and quality goals, while ensuring compliance and consistency with SOX
Own the ICQA labor planning process within the region, including auditing and inspecting FC level labor plans as assumptions accuracy to ensure the region is able to execute to the defined % to RO goal; escalate discrepancies to the network quality Senior Manager.
Measurement of quality and inventory integrity and accuracy, while providing quality assurance feedback to the Operations management team
Review and analyze customer complaints and any defect data, followed by development of corresponding action plans to reduce future incidents
Strategic planning and forecasting, alongside assigning and directing work
Participate and Lead network-wide fulfillment & operations-focused quality initiatives as the owner of a vertical program management stream with your network.
Organize quality management plans and deliver reports to Directors and VPs within NACF.
Plan for and identify root causes of inventory deviation, via cause-and-effect analysis and partner with the regional director to ensure FCs are implementing and focusing on the most important actions to deliver to the regional quality goals.
Mentor Operations Manager(s) in team management + operational excellence.
Own your region’s ICQA WBR; including Perfect Mile flagging, FC callouts and regional WBR reporting to provide guidance and insights into the regional quality performance and strategy each week.
Drive process improvements and team members’ ability to keep pace with our rapid growth, while motivating others and reducing employee turnover.
Complete a monthly RQM sync with GMs meeting to align on the FCs quality focus and performance and influence objectives of the ICQA operations manager and ICQA team.
Own Regional/Site Quality Benchmark Audit Program including the audit compliance, improvement plan, and execution.
Dive Deep, identify root causes, create and implement action plans to solve difficult and often ambiguous business problems across sites, regions, and the network.
Thinking big and developing and nurturing new ideas, while simultaneously applying high standards to weed out ideas that are less impactful.
Collaborating and influencing team members, working with development teams and other business groups, and presenting projects to senior leadership on a regular basis
Partnering to build and execute on new initiatives and roadmaps each year.
Compiling, managing, and reporting on weekly project metrics and being responsible for leading many high-profile meetings to align on project requirements.
Building relationships and identifying with stakeholders across the organization.
Thriving in ambiguous environments and leading other teams without line of sight to a clear solution in the short term.
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.