Quality Manager, Last Mile ACES - Quality

We are seeking a Quality Manager for our Amazon Logistics (AMZL) Last Mile Delivery Experience Team.

The successful candidate has last mile logistics experience, an interest in and ability to work and think analytically, and manage all the aspects of multi-disciplinary projects and programs.

Key job responsibilities

Become an subject matter expert for AMZL and customer service processes and systems
Conduct root cause analysis, define corrective actions and ensure they are completed. Dive deep on executive escalations.
Develop a thorough understanding of customer needs and pain points related to our deliveries, both existing and potential. Produce white papers and present to senior management
Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
Deliver end-to-end continuous improvement programs, projects and initiatives. Develop and produce metrics and reports leading to performance improvement. Lead Kaizens or auditing activities in delivery stations to ensure process implementation.

About the team
Amazon Logistics, or AMZL, handles Last Mile delivery duties in partnership with multiple stakeholders - LM Ops, NOC, CPU, LMAQ etc. We utilize creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions.

Key job responsibilities

 Ways of Working:
• Daily Operations:
1. Review previous day's performance across all metrics for cluster and respective stations
2. Identify bottom-performing stations requiring immediate attention (using Bottom station analysis)
3. Conduct virtual or in-person station visits (Site Gemba) based on severity of quality gaps
4. Join cluster DBR to present insights and collaborate on problem solving / defect reduction
5. Document findings and action items tracker with clear ownership and timelines
6. Raise SIM tickets to Trans SME (NOC) for technical or systemic issues requiring cross-functional support
7. Conduct station audits and share observations/AIs with stakeholders
• Weekly Cadence:
1. Monday: Week-over-week trend analysis and priority setting with COM leadership
2. Monday/Tuesday: Attend respective cluster, zone and network WBR with success stories and bridges/PTG for misses if any along with Zonal QM
3. Wednesday: Mid-week checkpoint on action plan progress with Site Leads and CRMs
4. Thursday: Collaborate with respective ACES Program Manager (Charter Owners) on performance analysis and updates
5. Friday: Week closeout review and preparation of weekly quality summary for Zonal QM
6. Ride along with delivery associate and debrief to understand feedbacks and identify improvement opportunities
• Monthly Activities:
1. Cluster Meet: Comprehensive quality business review with COM and Zonal QM
2. Training needs assessment and coordination with LM ACES Program teams including L&D
3. Best practice sharing sessions across COMs within the zone
4. Training and on-ground execution of new programs/product launches in partnership with L&D and Program Team
5. Connect with business coach and city managers to identify channel level opportunities
• Stakeholder Engagement:
1. Maintain regular touchpoints with COM, CRMs, and Station Leaders through structured communication channels
2. Regular cadence with Program Managers (central charter owners) to understand opportunities and program updates/new launches if any
3. Ensure all proposals and recommendations are concise (3-4 paragraphs) with supporting data from dashboards
• Escalation Matrix:
1. Station-level issues: Direct resolution with Station Leader (24-hour response time)
2. COM-level systemic issues: Escalate to COM with proposed solutions (48-hour resolution target)
3. Zone-level or cross-COM issues: Escalate to Zonal QM with comprehensive analysis (72-hour resolution target)
4. Technical/system issues: Immediate SIM ticket creation with Trans SME (NOC) and close looping


About the team
The Last Mile ACES (Amazon Customer Excellence System) Quality team serves as the guardian of quality control and operational excellence within Amazon's last-mile delivery operations. This team is responsible for the adoption, oversight, and continuous improvement of Standard Operating Procedures (SOPs) across Amazon Logistics (AMZL), where packages are delivered directly to customers' doorsteps.

The team's primary focus encompasses quality assurance and control processes throughout the entire package journ