ICQA Operations Manager (Level 6), NA Quality

Do you aim to have a dynamic impact on the world?

Are you up for creating solutions and solving tomorrow's problems today?

Then we have the opportunity for you!

We're seeking an efficient ICQA Operations Manager to take ownership of our fulfillment center Inventory Control and Quality Assurance (ICQA). Our fulfillment centers sit at the heart of Amazon's rapidly growing operations network: they are where we manage our fast-moving inventory. In each fulfillment center, our teams stow deliveries, pick products, package them up and ship them out; each of these groups have played their part in taking us where we are today.

These fulfillment centers are fast-paced and high reward environments, where adherence to policies and procedures is key. We need the right type of leader to ensure that we deliver as reliably as ever to our customers, while making sure our teams deliver on customer obsession.

Key job responsibilities

Your Role and Responsibilities in the ICQA Team:

• Lead and manage the ICQA department including; Area Managers, Process Assistants, hourly ICQA count associates, the Inbound Service Support team and the hourly damage processing associates
• Own the implementation of network safety actions and an create FC specific ICQA safety actions and compliance to the safety goals for ICQA (RIR, SIR, LTR, MSDRIR, RIR DMR); including reporting, investigations and corrective actions to ensure a safe work environment for all associates.
• Manage the ICQA team count and execution strategy to achieve the department goals (% to RO, record cleaned %, ICQA rate. FLCM27 roster compliance) while ensuring compliance and consistency with Sarbanes-Oxley (SOX) controllership.
• Manage the ICQA FCLM27 roster and actions for labor planning assumptions accuracy including; ICQA attendance, attrition and cross trained targets.
• Own the implementation of PXT required programs in ICQA; including ADAPT feedback, Connections, Thrive.
• Manage Area Manager(s) through monthly 1:1s and implementation of Career Growth Actions
• Own the quality strategy in conjunction with the FC Site leader/General Manager to achieve the FC quality goals for IRDR, GUV, NUV, Gross Adjustments, Dwelling Inventory, FC concessions, Concessions Missorts, Net Damages
• Own site Quality CAMP Flags and DBR/WBR cadence; partnering with the FC senior team to ensure accurate CAMP Bridges including RCA/Action Plan/Glide path are well defined and matching the site quality plan
• As part of the FC quality strategy, deliver high quality deep dive and root cause attribution as well as recommended actions and mechanisms to influence excellence and Inbound and Outbound departmental ownership of their own defect injection actions on every shift.
• Own Site Quality Benchmark Audit Program including the audit compliance, improvement plan, and execution.
• Own FC root cause deep dive bridges, actions and mechanisms for the ICQA WBR, as well as accountability to improvement in the ICQA goals and action plans
• Support the FC in deep dive and root cause attribution for the Network WBR quality flags, while influencing accountability to the actions to the Inbound and Outbound Senior teams.
• Drive process improvements and team members' ability to keep pace with our rapid growth, while motivating others and reducing employee turnover.
• Contribute to Network and NACF level projects as a key leader on one of the network Vertical Project teams in one of the following groups: Concessions, Gross Adjustments, Dwelling Inventory.

Your Role and Responsibilities in your FC and within Operations:

• Adhere to the roles and responsibilities as per the Quality RACI
• Gain expertise in key fulfillment center process paths, as well as exception handling; we'll need you to ensure that process discipline is adhered to across all shifts and departments
• Ensure KPIs are reviewed on a daily, weekly, or monthly basis and perform control and quality analysis on any behaviors/processes that could impact on inventory integrity
• Collaborate with all department managers to identify and understand key projects, initiatives and defect injection actions
• Liaise with Operations Managers, Senior Operations Managers, and General Managers to aid the communication of all policies related to standard work
• Create mechanisms and reporting to hold Inbound and Outbound operations teams accountable to their department defect injection, as per the roles are responsibility
• Hold Inbound and Outbound teams accountable to defect injection CAMP bridges and ownership for action compliance for their departments
• Complete a weekly deep dive and bridges for ICQA performance metrics, and be prepared to talk through your FC performance on the regional ICQA WBR weekly
• Work with Loss Prevention teams to establish, influence and adhere to Loss Prevention policies and procedures to reduce cost of inventory loss
• Support in Interviewing and hiring new Managers