ICQA Operations Manager

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. 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.

Responsibilities

• Lead and manage the ICQA department including Area Managers, Process Assistants, hourly ICQA count associates, the Inbound Service Support team, and hourly damage processing associates.
• Own the implementation of network safety actions and create FC-specific ICQA safety actions and compliance to safety goals (RIR, SIR, LTR, MSDRIR, RIR DMR), including reporting, investigations, and corrective actions to ensure a safe work environment.
• Manage the ICQA team count and execution strategy to achieve department goals (% to RO, record cleaned %, ICQA rate, FCLM27 roster compliance) while ensuring compliance 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, and 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 FC quality goals for IRDR, GUV, NUV, Gross Adjustments, Dwelling Inventory, FC concessions, Concessions Missorts, and Net Damages.
• Own site Quality CAMP Flags and DBR/WBR cadence; partner with the FC senior team to ensure accurate CAMP Bridges including RCA/Action Plan/Glide path are well defined and aligned with the site quality plan.
• Deliver high-quality deep dives and root cause attribution, as well as recommended actions and mechanisms to influence excellence and departmental ownership of defect injection actions on every shift.
• Own Site Quality Benchmark Audit Program including audit compliance, improvement plan, and execution.
• Own FC root cause deep dive bridges, actions, and mechanisms for the ICQA WBR, as well as accountability for improvement in ICQA goals and action plans.
• Support the FC in deep dive and root cause attribution for Network WBR quality flags, while influencing accountability for actions among Inbound and Outbound Senior teams.
• Drive process improvements and team members’ ability to keep pace with rapid growth, while motivating others and reducing employee turnover.
• Contribute to Network and NACF-level projects as a key leader on Vertical Project teams (e.g., Concessions, Gross Adjustments, Dwelling Inventory).
• Adhere to roles and responsibilities as per the Quality RACI.
• Gain expertise in key fulfillment center process paths and exception handling to ensure process discipline across all shifts and departments.
• Review KPIs on a daily, weekly, or monthly basis and perform control and quality analysis on behaviors/processes that could impact inventory integrity.
• Collaborate with department managers to identify and understand key projects, initiatives, and defect injection actions.
• Liaise with Operations Managers, Senior Operations Managers, and General Managers to communicate policies related to standard work.
• Create mechanisms and reporting to hold Inbound and Outbound operations teams accountable for their department defect injection, as per roles and responsibilities.
• Complete weekly deep dives and bridges for ICQA performance metrics and present 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 the cost of inventory loss.
• Support interviewing and hiring of new Managers.

Requirements

• 3+ 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.
• Excellent verbal and written communication skills (English).

Preferred Qualifications

• Bachelor’s Degree from an accredited university or equivalent qualification.
• Demonstrated solid proficiency in time management skills and organizing vast amounts of data.
• Proven ability to influence at varying levels of seniority within an organization.
• Resilient, focused problem solver and self-starter with the ability to multi-task and prioritize in a complex, occasionally ambiguous environment.
• Strong commitment to employee development and exceptional dedication, motivation, and intelligence.
• Previous supervisory experience in a distribution or manufacturing environment.
• Able to swiftly pick up new software systems, data analysis tools, and program management tools.
• Fluent user of the entire MS Office suite, especially Excel.
• Degree in a science or logistics-based discipline, with a strong bias toward analytics and data.
• Background in logistics, distribution, or a similar environment.
• Previous Inventory Control and Quality Assurance Management experience.
• Experience with Lean and Six Sigma methodologies and techniques.

Pay

USA, OK, Oklahoma City - $81,900.00 - $122,800.00 USD annually.

Benefits

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