CXQO Quality Manager

CXQO Quality Manager

3-6 years
Not Specified

Job Description

How often have you had an opportunity to be an early member of a team that is tasked with solving a huge customer need through disruptive technology, and reinventing an industry
We are an internal facing team that is at the core of Amazon's Just Walk Out Technology that powers Amazon Go. Go introduces a new retail shopping paradigm with no lines and no checkout. You simply use the Amazon Go app to enter the store, take what you want from our selection of fresh, delicious meals and grocery essentials, and go. Check it out at
We are looking for a Quality Manager, who will be responsible for executing the overall Transaction Quality strategy and enabling operations teams by doing a deep dive in gaps identified, improve coaching skills of team managers. Quality team will also support training team by way of need identification. He/she will also play a significant role in the development of a successful, effective quality team.
This ideal candidate has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.
. Responsible for the overall direction, coordination, and evaluation of the teams under management.
. Understands and demonstrates Amazon's core values and Leadership Principles and carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within Amazon.
. Actively seeks to understand Amazon's core business values and initiatives, and translates those into everyday operations practices. Shapes the direction of the team, keeps them focused and motivated to deliver the right results.
. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making.
. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions. Maximizes resources for the greater good of the organization.
. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
. Demonstrates ability to influence, manage, and present ideas via clear written and oral communication.
. Builds positive productive relationships with many stakeholders and partners around the world. Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.
. Demonstrates flexibility in work hours (including night shift) based on business need. Travel required as per the business need.
. 3+ years experience in program or project management
. Experience defining program requirements and using data and metrics to determine improvements
. 3+ years experience working cross functionally with tech and non-tech teams
. Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
. Demonstrated experience in managing quality/operations teams in a service environment.
. Demonstrated ability managing and developing large high performance teams of analysts/managers is required.
. Command in Excel and other MS Office programs. Experience of reporting and data analytics.
. Ability to work under pressure in a fast-paced dynamic environment.
. Clear and Logical thinking with an ability to deal with ambiguity.
. A Master's Degree in Management is preferred
. 3 plus years experience in an operations / customer service environment
. Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills

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