Amazon—Quality Manager, Last Mile ACES - Quality

Job description

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 responsibilities Become an subject matter expert for AMZL and customer service processes and systems Conduct 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 management Build 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 team Amazon 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 Own daily and weekly operational performance governance for the cluster — review metrics, identify bottom-performing stations, conduct site Gembas, and drive defect reduction through structured action tracking with clear ownership and timelines. Partner cross-functionally with COM leadership, Station Leaders, CRMs, and central ACES Program Managers to diagnose quality gaps, align on root causes, and execute corrective actions through daily DBRs, weekly WBRs, and monthly cluster business reviews. Drive on-ground process standardisation and new program rollouts in coordination with L&D and Program teams — including training needs assessment, associate ride-alongs, and best practice sharing across COMs within the zone. Manage a structured escalation framework — resolving station-level issues within 24 hours, escalating systemic COM-level issues with proposed solutions within 48 hours, and raising technical/system defects via SIM tickets to Trans SME (NOC) for cross-functional resolution. Maintain regular stakeholder cadence with COM, Zonal QM, city managers, and business coaches to identify channel-level opportunities, track program updates, and ensure all recommendations are data-backed and concise for leadership decision-making. About the team The 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 commitment to being Earth's most customer-centric company by delivering exceptional service quality and operational excellence in its final-mile delivery operations. Requirements: - Bachelor's degree in Operations, Supply Chain Management, Engineering, or another technical field - Experience working with cross-functional teams - 1+ years of performance metrics, process improvement or lean techniques experience Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.