Description

DESCRIPTION

Amazon is an E-commerce and Cloud Computing company with headquarters in Seattle, Washington. Since 1995, Amazon has focused on being “the world’s most customer centric company.” Our customers are worldwide, and include not just consumers, but also our sellers and vendors (selling partners). World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. To meet our selling partners’ needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.

The Operational Risk Compliance (ORC) organization exists to keep our customers and partners safe, protect associates, and ensure legal and regulatory compliance. We coordinate the aspects of product transactions that are regulated (distribution, shipping, sale, and import/export). Global Solutions and Risk Compliance (GSRC) is the operational arm of the ORC organization. This involves analyzing product import documentation and flagging hazardous risks. We are also responsible for keeping Amazon customers safe and informed by coordinating actions around worldwide program teams to classify products and ensure Amazon’s product listings follow regulatory and legal compliance guidelines. These actions include removing products from the site and from our warehouses, and contacting customers with pertinent sustainability information. The ORC team partners with GSRC supports regulatory compliance requirements for Amazon’s worldwide programs such as Dangerous Goods, Global Trade Services, Transport Risk Compliance, Sustainability, Extended Producer Responsibility, Chemical Safety Compliance and Food Safety. GSRC has offices across India, China, Poland, Romania, Jordan, Philippines and Costa Rica and supports compliance related needs for worldwide Amazon marketplaces.

Job Description:

You will manage a team of auditors to ensure compliance with all relevant regulatory guidelines for our products. You will partner with a team of regional quality managers and program managers driving a world class Quality operation to help enhance quality and customer experience. You will interact directly with Amazon internal customers in a global functional team to streamline process, manage requirement changes and ensure high quality and service level.

Process: In this role, you will collaborate with numerous operational, training, data, and software development teams to identify, define and specify solutions that improve both quality and associate performances. You will be able to adapt to ambiguity and understand how to identify the right inputs to achieve meaningful outputs, implement closed loop processes and measures to ensure improvements are quantified. You will have proven ability to assess situations and guide teams toward both short-term and long-term systemic changes.

People: You will build collaborative relationships with stakeholders, program managers, and operations teams, working closely to create and execute a quality project roadmap. The manager will be a strong quality advocate collaborating with operations and programs to identify defect opportunities and prevention mechanisms. You’ll develop an effective feedback strategy that conveys quantified progress and maintains engagement from our team, our stakeholders and our business partners. You will mentor a high performing team of quality analysts and specialists to do what is right for the customer.

A successful quality manager will be a strong process leader with a background in building and improving quality processes and running effective teams delivering against a high paced schedule. He/She should be highly customer focused, obsessed with quality improvement, with a proven record of working effectively across functional organizations. He/She must have a strong backbone, hands-on experience in conflict management with an ability to collaborate and execute improvements based on a data driven approach.

Key job responsibilities

Key Responsibilities:

• Manage a team of upto 20 auditors. The role can also require managing a team of Subject Matter Experts (SMEs) and Individual Contributor (IC) that acts as support function for teams

• Facilitates the execution of the world wide GSRC Quality strategy through local management, operations teams and support teams

• Documentation of quality metrics, communicate root causes to operations and carry forward lessons learned from quality concerns

• Introduce new systems and procedures and collaborate with Operations to drive defect identification and reduction

• Verify Quality Metrics in place and meet goals, trigger containment actions and corrective actions as appropriate

• Manage, coach and develop a high performing Quality team that meets agreed objectives and which delivers best practice results, added value and continuous improvements

• Communicate across all levels on Operations and program progress. Provide focused feedback loops for teams based on performance and quality data.

• Conducts Root Cause Analysis ( 5 Whys Analysis/ Fish Bone Analysis) and Error Trend Analysis on auditor defects and reversals

• Drive defect elimination program by working along with Ops and Program stakeholders.

Basic Qualifications

Graduate in any stream

· Minimum 4 years’ experience working in a quality environment and driven improvements through the application of Lean and/or Six Sigma tools and concepts.

· Minimum 2 years’ experience in people management and complex metrics management

· Experience in leading a team of quality auditors.

· Responsible for performance and development of a downstream team of at least 15 to 20 people in operations

· Experience in owning improvement projects to remove defects

· Strong stakeholder management skills with ability to present findings to groups

· Self-starter capable to taking initiative and working with minimal direction

· Comfortable with data analysis and detailed investigation; able to coordinate workload

· Strong Analytical ability and problem solving skills

· Excellent English written and verbal communication skills

Preferred Qualifications

· Experience managing a project portfolio. Small/Medium Project management experience.

· Six Sigma Green Belt or Lean Certification

· Experience in Implementation of Quality Management System (QMS)