Quality PM CXO

Quality Program Manager Customer Experience Organization
Are You Ready to Shape the Future of Amazons Pickup & Returns Experience

Do you get excited about solving puzzles diving deep into data and making processes work like a welloiled machine Were looking for a Quality Program Manager who can turn complex challenges into seamless customer experiences across our 500 locations!

What Youll Do:
Play detective with our data to uncover quality improvement opportunities across labor planning returns processing and customer experience
Lead deepdive investigations into performance outliers
Partner with crossfunctional teams to optimize Under The Roof processes that keep our operations running smoothly
Design and implement action plans that transform insights into realworld improvements
Be the voice of quality communicating findings and progress to stakeholders with clarity and confidence

Youll Love This Role If You:
Have a Sherlocklevel attention to detail and love solving complex problems
Get energized by collaborating with diverse teams and stakeholders
Have a track record of turning data into actionable improvements
Are comfortable being the quality champion who drives positive change
Excel at both written and verbal communication
Can influence without direct authority

Impact Youll Make:
Your work will directly influence how millions of customers experience Amazons pickup and returns services. Youll be the driving force behind maintaining our bestinclass standards and ensuring every customer interaction is exceptional.

Key job responsibilities
Audit Management & Planning
Design comprehensive audit schedules aligned with business objectives
Develop and maintain robust auditing tools and reporting systems
Communicate timelines and policies clearly to all stakeholders
Create structured feedback loops and progress tracking mechanisms

Data Analysis & Monitoring
Monitor key quality metrics through QuickSight dashboards WBR and MBR
Extract and analyze data from various databases to identify trends
Deep dive into outliers and performance anomalies
Track effectiveness of implemented solutions using both quantitative and qualitative data

Problem Resolution & Improvement
Conduct root cause analysis for identified issues and escalations
Develop corrective and preventative action plans
Partner with Product Program and Field Operations teams to design sustainable solutions
Perform onsite audits to gather firsthand insights
Measure and document the impact of improvement initiatives

Stakeholder Management & Communication
Regular reporting to stakeholders on audit findings and progress
Maintain clear documentation of all processes and improvements
Facilitate crossfunctional communication to ensure alignment
Present datadriven recommendations to leadership

Flow of Responsibilities:
1. Monitor Identify Issues Analyze Plan Implement Measure Report Refine

3 years of program or project management experience
3 years of defining and implementing process improvement initiatives using data and metrics experience
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and nontech teams

3 years of driving end to end delivery and communicating results to senior leadership experience
3 years of driving process improvements experience
Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
Experience building processes project management and schedules

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66800/year in our lowest geographic market up to $142800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.