Program Manager, Americas Quality Lead

2 weeks ago

Austin, Texas, United States Amazon Full time
About the Role

Amazon is seeking a highly skilled Program Manager to lead the Americas Quality Program. As a key member of the regional Quality team, you will play a critical role in ensuring Amazon customers have a world-class customer experience and internal teams are consistently raising the bar to achieve this.

Key Responsibilities
  • Advocate on behalf of customers and identify customer experience improvement opportunities using defect information.
  • Develop insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in quality and defect elimination.
  • Develop program strategies and influence prioritization of defect elimination projects within a matrix organization.
  • Conduct and review root cause and trend analysis, creation of quality tips, and recommended training, knowledge center, and self-help content.
  • Provide day-to-day assistance, guidance, and insights to real-time quality issues, escalations, and emerging trends.
  • Create regional standards and mechanisms that are best-in-class at Amazon, collaborating on developing these across regions and verticals.
Requirements
  • 3+ years of program or project management experience.
  • 3+ years of defining and implementing process improvement initiatives using data and metrics experience.
  • Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL.
  • Experience using data and metrics to determine and drive improvements.
  • Experience working cross-functionally with tech and non-tech teams.
  • Bachelor's degree.
Preferred Qualifications
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
  • Experience building processes, project management, and schedules.
About Amazon

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/disability-accommodations/.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.amazon.jobs/benefits/.

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