QUALITY AND CI MANAGER, WORLDWIDE OPERATIONS

DESCRIPTION The Change Operations Manager is a critical member of the Fulfillment Center's leadership team, responsible for driving continuous performance improvements and supporting key site initiatives.
In this role, you will manage a team of learning and quality managers, ensuring their work is closely aligned to meet the evolving needs of internal customers.
As the Change Ops Manager, you will own the Inventory Control and Quality Assurance (ICQA), Learning, and Continuous Improvement functions for the facility.
This includes overseeing the day-to-day operations of the learning organization, such as associate and manager onboarding/training, and ensuring compliance with policies and standards.
To be successful in this role, you will need to build strong partnerships across operations, support teams, senior leadership, and external stakeholders like ACES, the PE Field Team, and business partners.
By leveraging these relationships, you will drive positive impacts on key metrics like safety, quality, productivity, and customer experience.
This role requires the willingness to work flexible schedules/shifts/areas, including weekends, nights, and/or holidays Key job responsibilities - Maintains safety and compliance training, ensuring targeted safety metrics are achieved or exceeded - Manages their department to established Benchmark standards, auditing and implementing actions to sustain and improve department performance.
- Sets and communicates goals and objectives across multiple teams including Finance, Operations, Support and Business Partners.
- Effectively contributes to the operational strategy, including both financial and learning inputs/outputs.
- Uses available data and tools to analyze and construct strategic plans which maintain and/or improve performance.
- Is a Continuous Improvement SME.
- Ensures processes and changes are communicated and that teams are prepared for implementation and adoption.
- Simplifies complex information to construct executable plans.
- Effectively composes verbal and written communication and identifies the appropriate forum for each.
Coordination and Synchronization of Continuous Improvement / Change Management - Coordinate top-down projects, site-level initiatives, continuous improvement actions to drive full implementation.
- Serve as primary site-level point of contact for ACES, PE, and Programs continuous improvement teams to coordinate completion of network actions at the site.
- Validate and prioritize site-level continuous improvement projects and actions, to include entitlement and resource coordination.
- Train and enforce proper change management and change approval standards for all projects.
- Chair a bi-weekly change management / continuous improvement meeting, including all stakeholders (WHS, RME, IT, Procurement, ICQA, IB and OB Sr.
Ops).
- Document and communicate site level continuous improvement wins to the network through the PE and Programs teams (change approval and communication submissions).
- Establish tracking and reporting mechanisms to drive compliance and standardize processes across shifts.
- Overall Management of ICQA and Learning departments through AMs and Learning Coordinators.
- Develop ICQA AMs to effectively lead, plan and execute ICQA operations - Develop ICQA AMs to deep dive, report, and partner with IB and OB operators to drive quality improvement.
- Develop Learning AMs / Learning Coordinators to effectively plan and execute onboarding and training through learning trainers and ambassadors.
A day in the life The Change Operations Manager starts the day by reviewing key performance metrics and dashboards for the Fulfillment Center, identifying any areas that need immediate attention or escalation.
They then attend the morning operations meeting with the leadership team, providing updates on training, quality, and continuous improvement initiatives, and collaborating on action plans to address emerging issues.
Next, the Change Ops Manager meets with the training and quality manager teams to discuss priorities for the day, review upcoming training sessions and quality audits, and provide guidance and support as needed.
Throughout the day, the Change Ops Manager conducts site walk-throughs with the operations manager, identifying areas for process improvement and safety enhancements, and documenting action items and owners.
They also meet with the CI project leads to review the status of ongoing projects, discuss roadblocks, and strategize ways to accelerate impact.
Maintaining strong external partnerships is a key aspect of the role, and the Change Ops Manager attends virtual meetings with teams like ACES to provide updates on quality metrics and explore collaboration opportunities.
At the end of the day, the Change Ops Manager follows up with team members on key action items and outstanding tasks, ensuring everyone has the support and resources they need.
They then wrap up the day by reviewing the plan for tomorrow and preparing for any upcoming meetings or presentations.
BASIC QUALIFICATIONS - A completed Bachelor’s Degree - 5+ years of related experience including quality control, data analysis, change management, team building and leading with and without authority - Relevant experience in people management and development - Spanish and English Fluent PREFERRED QUALIFICATIONS - Master’s Degree in related field - Experience in managing an operation leading process improvements through Lean process, Kaizen and Six Sigma principles - Background in logistics and previous Learning, Inventory Control and Quality Assurance Management experience, or similar environment - Experience working in complex and large assignments, driving project collaboration across different teams, businesses and stakeholders Our inclusive culture empowers Amazonians to deliver the best results for our customers.
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obs/content/en/how-we-hire/accommodations for more information.
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