CX Process Improvement Manager, EU Quality
Amazon Madrid
Experteer Overview
In this role you lead quality performance for a specific EU country or region, driving both performance management and high-impact programs to reduce customer-facing defects. You will engage sites through field visits and Gemba walks, collaborate with cross-functional partners, and steer EU-wide improvements from problem definition to measurement.This is a hands-on, multi-stakeholder leadership role with a focus on defect prevention and scalable process excellence across the EU network.
Compensaciones / Beneficios- Own regional quality performance via regular cadence (WBR/MBR/QBR) and drive corrective actions from root-cause defects across upstream, in-site, and downstream contributors.
- Visit sites, conduct Gemba walks, and partner with shift leadership to embed quality standards on the ground.
- Lead EU-wide programs targeting recurring structural defect patterns, end-to-end from problem definition to launch and measurement.
- Collaborate with Tech, Operations, Process Excellence, Finance, and external partners to shape shipment processes, reduce defects, and enable upstream defect prevention.
- Act as single-threaded leader for country/region quality end-to-end; critique root-cause analyses, share best practices, and present performance in business reviews; participate in defect-reduction workshops across sites and pan-EU.
- Lead multi-stakeholder, multi-quarter EU-wide programs addressing structural root causes of defects.
- Bachelor’s degree in Math, Engineering, Science or Business
- Experience in program or project management with end-to-end ownership and measurable goals
- Experience with AI tooling (Kiro/Agent Spaces) to access databases, write prompts for workflows, and accelerate analysis and program execution
- Intermediate Excel (pivot tables, multi-criteria lookups, nested formulas, data cleansing) and working SQL for deep-dives
- Preferred: Bachelor’s in Supply Chain, Industrial Engineering, Operations or 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 with SQL, statistical/predictive modelling, and translating data into Ops actions
- Experience stakeholder management across multiple levels including OP planning, business reviews, and financial modelling
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