Quality Program Manager, Brand Protection
DESCRIPTION
Amazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation of trust, the Discovery Experience program is part of the Seller Partner Support organization. This team originated with the purpose of identifying and mitigating the risk of negative impact on Customer Trust caused by the inappropriate manipulation of product information to gain competitive advantage against trustworthy Selling Partners.
Our team is looking for a leader to take ownership of these various areas and deliver on critical and high visibility projects. As a Quality Program Manager, you will be responsible for identifying, directing and tracking global strategic initiatives and measuring results by tracking quality metrics across multiple abuse vectors. In this role, you will work with multiple teams, training and programmatic teams to identify, define and define solutions that improve the quality of the compliance process. The ideal candidate is a proven thought leader in new initiatives with experience managing complex business and process issues and the ability to successfully influence and drive projects forward. You have a strong bias for data-driven decision-making and the rigor to develop features and reporting that can grow our business. You will understand how to identify the right inputs to achieve meaningful results, implement closed-loop processes and take action to ensure improvements are realized. You have a proven ability to assess situations and lead teams in both short-term and long-term system changes. In this role, you will experience a wide variety of problem solving situations, both strategic and real-time, that require extensive use of data collection and analysis. You will build collaborative relationships with global program teams and operational teams and work closely to develop and deliver a quality project plan. You will provide an effective feedback strategy that communicates progress and keeps our team, stakeholders and business partners engaged.
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โข Lead a zero defect culture by managing process adherence
โข Analyze historical data to create quality improvement initiatives and develop quality strategies globally
โข Manage defects and ensure control measures are implemented to minimize losses
โข Track and report quality metrics weekly, monthly and quarterly review reports for the quality team
โข Collaborate with Operations to ensure continuous development, learning and development of auditors
โข Submit meaningful and valuable written and programming reports
โข Partner with stakeholders to support your strategy and action plans by identifying dependencies and influencing peers and senior management
โข Makes recommendations to managers and peers on opportunities for risk mitigation
โข Own quality goal baselines for all vectors
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โข Prepare high-quality reporting by collecting, analyzing, and summarizing data and trends and developing recommendations.
โข Perform 5 Why analysis/fishbone analysis to identify root causes and trends in defects
โข Establish SOPs, process controls, recommend revisions and ensure alignment with risk and regulatory requirements.
โข Participate in product and technology roadmap discussions Identifies, prioritizes and coordinates work streams necessary.
โข Promote process improvement and standardization of processes across all sites in the network.
โข Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across scheduling, metric reporting and real-time delivery.
โข Build workforce management (staffing, scheduling and business continuity) processes for different Risk Manager sites that allows an employee friendly and a cost-effective interaction.
โข Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site.
About the team
Team Wiki: https://tiny.amazon.com/k1nbpzfn/wamazbinviewCTDEDiscWorkDEQu
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization