CX Process Improvement Manager, EU Quality

Descrizione del lavoro:

* The EU ATS Quality team is looking for a Process Improvement Specialist who leads outbound quality performance for an assigned EU country or region (scope may evolve based on business needs). The role will have a combination of performance management and driving central programs : 1/ Performance management - owning Quality performance KPIs for a region and influencing senior leaders and operations to reduce customer-facing defects against annual goals and 2/ Program leadership - driving high-impact programs that solve recurring, structural defect patterns in Amazon network. Locations available are Madrid and Barcelona. Availability to travel 20-30% of the time.

Key job responsibilities
Own country / regional quality performance through the WBR / MBR / QBR cadence; root-cause defects across upstream, in-site, and downstream contributors and own corrective actions. * Drive site engagement - visit affected sites, run Gemba walks, and partner with shift leadership to embed quality standards on the ground. * Lead high-impact EU-wide programs that target recurring structural defect patterns common across countries, end-to-end from problem definition through launch and measurement. * Partner with Tech, Operations, Process Excellence, Finance, and external partners to shape the process flow of shipments, reduce defects, and enable defect prevention upstream.

A day in the life
* You are the single-threaded leader owning quality performance for your country / region end-to-end. In a typical week, you drive improvements across sites by influencing Site Ops; raise site deep-dive standards by critiquing root-cause analyses, sharing best practices with site and regional leaders, and running 5-Whys with sites first-hand; present country performance in business reviews; and participate in defect-reduction workshops at sites or pan-EU. In parallel, you lead EU-wide programs - multi-stakeholder, multi-quarter - targeting the structural drivers for the largest defect pools

Requisiti del candidato:

- Bachelor's degree or equivalent qualification in Math, Engineering, Science or Business
- Experience in program or project management with end-to-end ownership and measurable goals.
- Experience in AI tooling - comfortable with Kiro/Agent Spaces to access databases, write live prompts for Operations / quality workflows, and accelerate analysis and program execution.
- Intermediate Excel (pivots, multi-criteria lookups, nested IF / array formulas, data cleansing) and working SQL for deep-dives
- Bachelor's degree in Supply Chain, Industrial Engineering, Operations, or a related discipline.
- Experience in supply chain, fulfilment, transportation, or last-mile operations.
- Experience driving end-to-end delivery in EU fulfilment / transportation networks and presenting results to senior leadership.
- Strong analytical depth - advanced SQL, statistical or predictive modelling, and ability to translate data into Ops actions.
- Experience in stakeholder management across multiple levels of the organisation, including OP planning, business reviews, and financial modelling

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