ICQA Area Manager II

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 are looking to hire an ICQA Area Manager to be part of our fulfillment center Inventory Control and Quality Assurance (ICQA) team. Our fulfillment centers sit at the heart of Amazon’s rapidly growing operations network: they are where we manage our fast-moving inventory. These environments are fast-paced and high-reward, where adherence to policies and procedures is key. We need the right type of leader to ensure reliable delivery to our customers while fostering a culture of customer obsession.

Responsibilities

• Own the implementation of network and FC 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.
• Own ICQA count, productivity, and audit execution goals (% to RO, records cleaned, direct count, ICQA unproductive time, cycle count accuracy, SBC UPH, CC UPH, Amnesty find rate, WAVE compliance) in accordance with network count strategies, ensuring compliance and consistency with Sarbanes-Oxley (SOX) controllership.
• Conduct shift planning, adherence to FCLM27 roster management, and daily execution to the ICQA spend plan.
• Deliver PXT required programs, including ADAPT feedback, Connections, and Thrive for your shift.
• Deep dive, identify, and create actions for inbound and outbound defect injection opportunities; measure quality, inventory integrity, and accuracy to meet FC level quality goals (IRDR, GUV, NUV, Dwelling Inventory, Gross Adjustments, FC concessions, Concessions Missorts, Net Damages).
• Support and implement actions for directed Regional and Network-wide quality strategies.
• Review and analyze customer complaints and process defect data, followed by development of corresponding action plans to reduce future incidents.
• Drive process improvements and develop the ICQA team’s ability to keep pace with rapid growth while motivating others and reducing employee turnover.
• Appraise the performance of team members; develop, reward, and coach employees, specifically creating monthly career growth actions for ICQA Process Assistants.
• Adhere to roles and responsibilities as per the Quality RACI.
• Review KPIs on a daily, weekly, or monthly basis and perform control and quality analysis on behaviors/processes that could impact inventory integrity.
• Gain expertise in key fulfillment center process paths and exception handling to ensure process discipline across all shifts and departments.
• Support deep dive, root cause analysis, action plan creation, and alignment; own mechanisms to hold other departments accountable for delivering on plans.
• Proactively communicate barriers and partner cross-functionally to resolve conflicts so action plans are achieved.
• Liaise with Inbound and Outbound Area Managers and Operations Managers to support communication of all policies related to process compliance and drive continuous improvement by removing obstacles (e.g., setting area readiness standards).
• Work with Loss Prevention teams to establish, influence, and adhere to Loss Prevention policies and procedures.
• Support interviewing and training of fulfillment center managers and associates, developing talent and hiring the next generation of managers.

Requirements

• 2+ years of employee and performance management experience.
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
• Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Strong communication skills in English, both verbally and written.

Preferred Qualifications

• A resilient, focused problem solver and self-starter with the ability to multi-task and prioritize in a complex, occasionally ambiguous environment.
• Ability to swiftly pick up new software systems, data analysis tools, and program management tools.
• Bachelor’s Degree from an accredited university or equivalent experience in operations management.
• Fluent user of the entire MS Office suite, especially Excel.
• Strong commitment to employee development, with an exceptional level of dedication, motivation, and intelligence.
• Proven ability to influence at varying levels of seniority within an organization.
• Strong analytical abilities, including proficient mathematical and data analysis skills.
• Knowledge of and experience with Lean and Six Sigma methodologies and techniques.

Pay

USA, IN, Fort Wayne - $70,000.00 - $90,900.00 USD annually.

Benefits

• Sign-on payments and restricted stock units (RSUs).
• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for Supplemental life plans).
• Employee Assistance Program (EAP), Mental Health Support, Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.