Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
Amazon Hub Pick Up and Returns (PARP) is expanding rapidly, aiming to create a world-class delivery experience through alternative delivery options such as lockers and pickup points. As a Senior Quality Manager, you will play a critical role in driving quality improvements and customer satisfaction across the Pick-up Point network. This multi-faceted position requires balancing strategic initiatives with hands-on execution, working closely with globally distributed teams while focusing on your country of responsibility.

Your responsibilities will include reducing delivery failures and concessions, collaborating with product, technology, and business teams to launch new features, and partnering with AMZL, commercial carriers, support teams, and operators. You will lead pilot programs, develop future service innovations, and drive continuous improvement projects in installation, maintenance, and operational processes.

Success in this role demands strong analytical skills, program leadership, effective communication, and the ability to work with senior leadership across multiple organizations and geographies. You will manage end-to-end quality processes, monitor service provider performance, and champion a culture adaptable to change, influencing both local and global teams.

Experience
- Proficient in Microsoft Excel for data manipulation and analysis
- Skilled in SQL for complex data querying
- Experienced in conducting sophisticated data analysis and translating results into actionable insights and presentations
- Background in defining, refining, and implementing sales processes, procedures, or equivalent business-process design
- Proven ability to present to senior leadership
- Experience in quality management or customer-facing roles

About you
You are a self-starter and proven program leader with excellent communication and problem-solving skills. You thrive in ambiguous environments and can work effectively with cross-functional teams across different time zones and geographies. You are passionate about improving customer experience and operational quality through data-driven decision making and strategic initiatives.

Qualifications
- Bachelor's degree or Master's degree
- Preferred: Experience with Salesforce or other CRM tools and BI tools
- Preferred: Experience working in a high-growth technology company
- Preferred: MBA