BRM Quality Team Manager, BRM

At Amazon, innovation drives growth and enables us to offer our customers more types of products more conveniently and at even lower prices. Amazon Kindle is a revolutionary reading device and one of the most innovative businesses at Amazon. We envision wireless electronic reading experiences that embrace a physical book's simplicity and utility but take advantage of our store platform and the Kindle's ubiquitous wireless connectivity. Our vision for Kindle is to have every book, ever printed, in any language, all available in under 60 seconds from anywhere in the world. The Amazon Kindle team is seeking a CRM (Content Risk Management) Team Manager for our Kindle Books Self-Publishing Operations.

Responsibilities:

· Develop, implement, and maintain quality assurance procedures to ensure compliance with org goals and regulations.
· Lead the quality assurance team, providing guidance, training, and support to ensure high performance.
· Carry out supervisory responsibilities in accordance with the organization’s policies and procedures.
· Collaborate with cross-functional teams, to address quality issues and implement corrective actions.
· Assign and direct work; appraise performance; reward and discipline employees; resolve problems; and address staffing needs;
· Analyze quality data and metrics to identify trends, root causes, and opportunities for improvement.
· Manage customer complaints and feedback, ensuring timely resolution and communication with clients.
· Drive continuous improvement initiatives to enhance product quality, efficiency, and customer satisfaction.
This position requires a candidate with the proven ability to drive Quality, process improvements and new process creation as well as the ability to keep pace with our growth while motivating others to meet the challenges of an extremely deadline-driven environment.
Key job responsibilities
· Lead and supervise a team of 10 to 15 reviewers.
· Lead the quality assurance team, providing guidance, training, and support to ensure high performance.
· Carry out supervisory responsibilities in accordance with the organization’s policies and procedures.
· Collaborate with cross-functional teams, to address quality issues and implement corrective actions.
· Assign and direct work; appraise performance; reward and discipline employees; resolve problems; and address staffing needs;
· Analyze quality data and metrics to identify trends, root causes, and opportunities for improvement.
· Manage customer complaints and feedback, ensuring timely resolution and communication with clients.
· Drive continuous improvement initiatives to enhance product quality, efficiency, and customer satisfaction.
- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Experience with operations, risk, fraud investigations etc.
- Experience with six sigma tools and Lean techniques