CX Process Improvement Manager, EU Quality

The EU ATS Quality team is looking for a Process Improvement Specialist who leads outbound quality performance for an assigned EU country or region (scope may evolve based on business needs). The role will have a combination of performance management and driving central programs : 1/ Performance management owning Quality performance KPIs for a region and influencing senior leaders and operations to reduce customer-facing defects against annual goals and 2/ Program leadership driving high-impact programs that solve recurring structural defect patterns in Amazon network. Locations available are Madrid and Barcelona. Availability to travel 20-30% of the time.

Key job responsibilities
Own country / regional quality performance through the WBR / MBR / QBR cadence; root-cause defects across upstream in-site and downstream contributors and own corrective actions. Drive site engagement visit affected sites run Gemba walks and partner with shift leadership to embed quality standards on the ground. Lead high-impact EU-wide programs that target recurring structural defect patterns common across countries end-to-end from problem definition through launch and measurement. Partner with Tech Operations Process Excellence Finance and external partners to shape the process flow of shipments reduce defects and enable defect prevention upstream.

A day in the life
You are the single-threaded leader owning quality performance for your country / region a typical week you drive improvements across sites by influencing Site Ops; raise site deep-dive standards by critiquing root-cause analyses sharing best practices with site and regional leaders and running 5-Whys with sites first-hand; present country performance in business reviews; and participate in defect-reduction workshops at sites or parallel you lead EU-wide programs multi-stakeholder multi-quarter targeting the structural drivers for the largest defect pools.

- Bachelors degree or equivalent qualification in Math Engineering Science or Business
- Experience in program or project management with end-to-end ownership and measurable goals.
- Experience in AI tooling comfortable with Kiro/Agent Spaces to access databases write live prompts for Operations / quality workflows and accelerate analysis and program execution.
- Intermediate Excel (pivots multi-criteria lookups nested IF / array formulas data cleansing) and working SQL for deep-dives

- Bachelors degree in Supply Chain Industrial Engineering Operations or a related discipline.
- Experience in supply chain fulfilment transportation or last-mile operations.
- Experience driving end-to-end delivery in EU fulfilment / transportation networks and presenting results to senior leadership.
- Strong analytical depth advanced SQL statistical or predictive modelling and ability to translate data into Ops actions.
- Experience in stakeholder management across multiple levels of the organisation including OP planning business reviews and financial modelling

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