Amazon.com Services LLC
Project/Program/Product Management--Non-Tech, Program Management, transportation and logistics
Manager,SLSPerformanceOpsQuality&Training
“Manager, SLS Performance Ops Quality & Training at Amazon.com Services LLC. Skills: Quality assurance, Training materials, Performance operations, Scorecard product. Lead, coach, and develop a team. Foster a culture of ownership”
What You'll Achieve.
Ensure accuracy, consistency, and adherence to standards; Align on quality expectations and scoring consistency; Provide regular reporting and insights to leadership; Ensure changes are clearly communicated; Limit metric confusion; Enable self-service learning and coaching tools; Reduce manual effort; Improve accuracy; Increase operational efficiency
Industry & Context.
Root cause analysis; Identify opportunities to optimize Ops functions
What They're Looking For.
Must Have
Bachelor's degree, 5+ years team management, 5+ years program management, Define program requirements, Use data and metrics, 5+ years cross functional project delivery, 5+ years working cross functionally with tech and non-tech teams
Nice to Have
Manage, analyze, and communicate results to senior leadership, Own program strategy and end to end delivery
What You'll Do.
Foster a culture of ownership
Own end-to-end quality assurance program
and adherence to standards
Design and continuously improve QR frameworks
Design calibration processes
Design audit methodologies
Lead QR calibration sessions
Align on quality expectations
Align on scoring consistency
Analyze quality trends
Identify root causes of defects
Develop corrective action plans
Establish and track quality KPIs
Provide regular reporting and insights
Lead scaling of Scorecard information
Lead scaling of best practices
Ensure changes are clearly communicated
Drive improvements to external-facing resources
Scale Perf Ops Quality Program globally
Identify opportunities to optimize Ops functions
Drive opportunities through ML and AI automation
Partner with technology teams
Evaluate AI-driven solutions
Pilot AI-driven solutions
Scale AI-driven solutions
How You'll Work.
Team & Collaboration
Cross-functional project delivery; Work with tech teams; Work with non-tech teams; Coordinate with Scorecard team; Coordinate with Operations Specialist; Coordinate with downstream partners; Disseminate updates to external-facing resources; Partner with technology teams
Communication Scope
Communicate results to senior leadership; Communicate updates to external-facing resources
Process & Methodology
Program management, Project management, Cross functional project delivery
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