Sr. Quality Manager, Amazon Shipping (SWA)

Amazon Shipping is growing across Europe and we are working to create a world-class delivery experience for customers through our expanding pickup network - Counters and Lockers across multiple European markets. If you are passionate about quality operations and look around corners for ways to serve customers at scale, this role is for you. The Sr. Quality Manager will own the quality and operations of the Amazon Shipping pickup network in the EU, encompassing both Counter and Locker locations. This role will define and execute strategies to improve the customer experience by identifying and removing pain points across the European pickup network. It will involve working with Counter host partners, Locker site owners, and multiple internal teams to deep dive and define the best solutions for sub-par experience. This position involves strong stakeholder collaboration with both internal and external partners - including Counter operators, Locker maintenance providers, technology and product management, and business development teams across geographies. The optimal fit for this role will be a candidate ready to dive into complex issues, influence cross-functional teams across EU markets to bring continuous improvements and drive impactful change. The individual must be both analytical and creative, seeking out ways to improve products, processes, and tools, and executing on those ideas. Strong interpersonal skills are essential, as the position will have frequent interaction with leadership at Amazon and partner companies across different countries and time zones. This will be a high-visibility role, meaning that the optimal candidate will be comfortable supporting critical business decisions in a fast-paced and often ambiguous environment, and building a quality function from the ground up. At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.,

• Own and execute on opportunities for improving quality and customer experience across the EU pickup network - including Counter associate operations, Locker availability, and end-to-end pickup workflows - and reducing customer attrition through data analysis
• Build and establish the Quality Management function for EU Amazon Shipping's pickup network, defining standards, processes, and governance frameworks
• Lead strategic projects including new Counter/Locker launches, process improvements, network expansion, and partner onboarding
• Drive strategic engagement with Counter host partners and Locker site owners, ensuring consistent quality standards and operational excellence
• Monitor and manage performance of physical location partners - including Counter operators, Locker maintenance etc.
• Own and contribute to regular reporting on network performance and quality metrics (WBR/MBR/QBR)
• Champion and lead a culture receptive and adaptable to business change, influencing teams across the organisation
• Define and manage end-to-end quality processes for Counter and Locker products
• Identify through analysis and execute on opportunities to improve customer experience at pickup locations, including parcel availability, device uptime, and partner compliance
  
  Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership - Experience in program or project managementPreferred Qualifications - Experience leading process improvements - Experience implementing repeatable processes and driving automation or standardization - Experience working cross functionally with tech and non-tech teams

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