CX Process Improvement Manager, EU Quality

Description

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; 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...