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FQA Team Manager, JP Last Mile Delivery Experience
Have you ever ordered a product on Amazon and when that package with the smiley arrived to you, wondered about its journey till it reached your hands?
Have you asked about where it came from and how the driver is able to locate and deliver the package to my address? or How much it costs Amazon to deliver it to you? If so, the Amazon Logistics, Last Mile (AMZL) function is the right place for you!
The mission of AMZL is to provide the world class last mile experience to our customers by delivering each package to their doorstep, and aims to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible through a last mile operation, through a choice of innovative delivery options using the best systematic and technological tools to deliver high standard quality service.
To ensure the best customer experience through AMZL last mile delivery, Last Mile Delivery Experience (LMDX) team will play a key role in analyzing metrics, introducing new methodologies to generate insights, and make recommendations to drive actions that directly impact our current and future customers.
In order to be successful in this position as FQA (Field Quality Assurance) Team manager, you will be a natural self-starter who is comfortable interfacing, effectively communicating, managing and leading the operations/people development of FQA associates, whose role involves the improvement in the quality of the last mile deliveries and identifying barriers to first-time delivery success by implementing recommended solutions and improvements to Amazon’s systems and processes. In order to create the best delivery experience for both customers and drivers. Improvement goals would be accomplished by primarily handling and improving the quality and productivity for the FQA team through standard works that allow drivers to locate delivery points, updating on address attributes, inputting delivery hints for drivers and conducting ad-hoc projects to support on-road quality, in addition to managing FQA associates.
More Information (Japanese Only)
・Department: Last Mile (AMZL)
・Job:Program / Project Management
・Location: Kanto area DS
*Amazon is committed to a workplace of diversity and inclusion. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/disability/jp
Key job responsibilities
The FQA team manger’s roles’ first responsibility is support, manage and develop each FQA member directly by managing each FQA's productivity and quality and develop them in terms of skills enabling them to improve efficiency, quality.
Additionally, the role acts as subject matter expert for FQA team supporting the FQAs in addressing their regular day to day queries while working in issues/request through sims and build reports for activities of the FQA program with the help of on road data and the actions taken by FQA. The team manager also support with analysis and insight into FQA’s/LMDX’s current initiatives to improve the quality and efficiency of FQA program and on-road quality.
In terms of Metrics, FQA Team Manager owns FQA Scorecard for Productivity and Quality, and shall work to improve on RDR (Repeat Defect Rate), Scan Compliance, Contact Compliance, Unattended Defect rate, etc to improve on-road metrics that have impact on First Attempt Delivery Success (FADS).
BASIC QUALIFICATIONS
- 1+ years of employee and performance management experience
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts
PREFERRED QUALIFICATIONS
- 1+ years of performance metrics, process improvement or lean techniques experience
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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