Quality Manager Japan, Amazon Hub Pick up and Return Point (PARP)

Amazon Pickup and Return (PARP) is growing and we are working to create a world-class delivery experience for customers through alternate delivery options lockers and pickup points across Japan. If you are passionate about quality operations and look around corners for ways to serve customers at scale we want your help.

The PARP Quality Manager will own the quality and operations of the Amazon Pick-up Point network in Japan as part of a global Quality Management function operating at a worldwide scale. This role will define and execute strategies to improve the customer experience by identifying and removing pain points across the Japan network while also contributing to and driving programs and initiatives with worldwide scope. It will involve working with multiple teams across Last Mile to deep dive and define the best solutions for sub-par experience. This position involves strong stakeholder collaboration with both internal and external partners including service providers pickup point host partners technology and product management and local and international business development teams across geographies.

The optimal fit for this role will be a candidate ready to dive into complex issues influence cross-functional teams both locally in Japan and across global functions to bring continuous improvements and drive impactful change. The individual must be both analytical and creative seeking out ways to improve products processes and tools and executing on those ideas. Strong interpersonal skills are essential as the position will have frequent interaction with leadership at Amazon and partner companies across different countries and time zones. This will be a high-visibility role within a worldwide organization meaning that the optimal candidate will be comfortable supporting critical business decisions in a fast-paced and often ambiguous environment navigating both local Japan priorities and global program responsibilities.

Key job responsibilities

- Own and execute on opportunities for improving quality and customer experience including driver delivery processes and counter associate operations and reducing customer attrition through data analysis across the Japan Pick-up Point network
- Lead strategic projects with both Japan-local and worldwide scope including new product and feature launches process improvements and geographic expansion within the APAC region
- Partner with the global Quality Management function and worldwide teams to innovate on behalf of the business develop best practices and ensure Japan learnings are scaled globally
- Drive strategic engagement with internal and external partners both locally in Japan and across international stakeholders in different time zones and geographies
- Own and contribute to regular reporting on business performance (WBR/MBR/QBR) at both local and worldwide level
- Champion and lead a culture receptive and adaptable to business change influencing both local and global teams
- Manage end-to-end quality processes for Amazon PARP Pick-up Point products in Japan ensuring alignment with worldwide quality standards and governance frameworks
- Drive continuous improvement projects in installation maintenance and operational processes across the Japan network
- Monitor and manage performance of service providers including installation and maintenance partners and internet service providers escalating issues as needed to local and global leadership
- Identify through analysis and execute on opportunities to improve customer experience and performance sharing insights and recommendations with the worldwide Quality team to drive global impact

- 5 years of Microsoft Excel experience
- Bachelors degree in Business Administration Finance Economics Computer Science Engineering or related field
- Experience with sales CRM tools such as Salesforce or similar software
- Experience defining refining and implementing sales processes procedures and policies or equivalent

- 5 years of finance business management and sales operations experience
- Experience working within a high-growth technology company

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