ICQA Operations Manager (Level 6), NA Quality

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 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 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

Basic Qualifications

• 3+ years of employee and performance management experience
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Preferred Qualifications

• Able to swiftly pick up new software systems, data analysis tools, and program management tools
• Bachelor’s Degree from an accredited university or equivalent qualification
• Demonstrated solid proficiency in time management skills, alongside confidence in organizing vast amounts of data
• Proven ability to influence, with varying levels of seniority within an organization
• A 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, as well as an exceptional level of dedication, motivation and intelligence
• Previous supervisory experience in a distribution or manufacturing environment
• Fluent user of the entire MS Office suite, especially Excel
• Degree in a science or logistics-based discipline, with a strong bias towards analytics and data would be advantageous
• Background in a logistics, distribution or similar environment
• Previous Inventory Control and Quality Assurance Management experience
• Experience with Lean and Six Sigma methodologies and techniques