Operational Quality and Continuity Manager, Amazon Corporate Security, Business Assurance Center

At Amazon we believe that every day is still day one. We are working to be the most customercentric company on earth. To get there we need exceptionally talented bright and driven people. If you would like to help Amazon Corporate Securitys Business Assurance Center (ACS BAC) build a bestinclass organization to keep Amazons people property assets and ideas safe this is your chance to make history by joining our team.

We are looking for an experienced passionate and strategic quality and business continuity leader to join the ACS BAC Operations Excellence team. The Operational Quality and Continuity Manager (OQCM) will lead teams within the operations excellence vertical that are responsible for quality control global consistency and operational resiliency. They will help create lead and implement the program vision. The OQCM will serve as a coach mentor and project leader for mechanisms that span service lines and geographies.

The OQCM operates at the nexus of operations quality and analytics teams. They will create and be accountable for initiatives that result in consistent scalable and frustrationfree experiences for customers and partners. The OQCM is responsible for mechanisms that ensure consistent justintime quality and timeliness of global service delivery. They are comfortable working in an extremely fastpaced startup environment.

Due to applicable export control laws and regulations candidates must be a U.S. citizen or national U.S. permanent resident (i.e. current Green Card holder) or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job responsibilities
Escalations: serve as the first line of deep dive for partner escalations should a SOM be unable to identify root cause during their shift. Refers situations that may expose systemic or global issues to the Process Integrity Research team to conduct AfterAction Reviews or Correction of Errors.
Business Continuity and Resiliency: responsible for mechanisms and processes that ensure service continuity for BAC customers and partners regardless of system outages volume surges or other unforeseen events. They are responsible for the Business Continuity and Surge Plans regularly exercising and updating the plans.
oResponsible for shift passdown mechanism ensuring continuity between global operations centers in a 24/7 environment with team members dynamically moving shifts.
Proactive Quality: responsible for regularly conducting tests of operators ability to deliver services through covert yet controlled mechanisms such as the Chaos Doodle secret shopper program.
Reactive Quality: responsible for the Case and Call Quality Scorecard mechanism including the standards calibration and visualization thereof. Leads Quality Coach team in executing the scorecard mechanism anomalous behavior monitoring (false alarm reporting) and MDF Audit programs.
Product Management: BAC representative for operational impacts related to technology enhancements (case management tool etc.).
Operator Analytics: business owner responsible to collaborate with service line leaders and Business Intelligence team for the development and upkeep of team and operator performance dashboards.
Weekly Business Review (WBR): own the operations Weekly Business Review mechanism collaborating with Service Line Leaders to define health metrics then conduct analysis and identify remediation for those not meeting target.

BA/BS degree required
5 years experience applying Quality Lean or Lean Six Sigma methodologies
5 years experience in project management program management operations leadership or operations improvement
1 years experience leading teams in a relevant field

Business continuity planning experience
Lean and/or Six Sigma certification Amazon ACES experience
Masters Degree in Operations Research Business Management Business Administration or equivalent
Demonstrated analytical skills; a quantitative background with ability to create tools that synthesize and interpret large volumes of data and clearly communicate findings
Experience identifying analyzing and solving ambiguous problems independently with an attention to detail
Demonstrated ability to successfully influence stakeholders without formal authority leading cross functional teams across geographies and business units
Experience successfully influencing senior leaders with written and verbal communications and interfacing with and influencing managers decision makers and peers
Experience leading medium or large teams with success coaching team members
Passion for technology curiosity to dive deep into Amazons suite of technical products and commitment to learning and expanding technical knowledge
Technical proficiency in MS Word Excel Visual Basic for Excel Outlook and PowerPoint

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 $81100/year in our lowest geographic market up to $173400/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.