At Amazon we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help Amazon Corporate Security’s Business Assurance Center (ACS BAC) build a best-in-class organization to keep Amazon’s people, property, assets, and ideas safe, this is your chance to make history by joining our team.

We are looking for an experienced, passionate, and strategic quality and business continuity leader to join the ACS BAC Operations Excellence team. The Operational Quality and Continuity Manager (OQCM) will lead teams within the operations excellence vertical that are responsible for quality control, global consistency, and operational resiliency. They will help create, lead, and implement the program vision. The OQCM will serve as a coach, mentor, and project leader for mechanisms that span service lines and geographies.

The OQCM operates at the nexus of operations, quality, and analytics teams. They will create and be accountable for initiatives that result in consistent, scalable, and frustration-free experiences for customers and partners. The OQCM is responsible for mechanisms that ensure consistent just-in-time quality and timeliness of global service delivery. They are comfortable working in an extremely fast-paced startup environment.

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job responsibilities
• Escalations: serve as the first line of deep dive for partner escalations, should a SOM be unable to identify root cause during their shift. Refers situations that may expose systemic or global issues to the Process Integrity Research team to conduct After-Action Reviews or Correction of Errors.
• Business Continuity and Resiliency: responsible for mechanisms and processes that ensure service continuity for BAC customers and partners, regardless of system outages, volume surges, or other unforeseen events. They are responsible for the Business Continuity and Surge Plans, regularly exercising and updating the plans.
o Responsible for shift passdown mechanism, ensuring continuity between global operations centers in a 24/7 environment, with team members dynamically moving shifts.
• Proactive Quality: responsible for regularly conducting tests of operators’ ability to deliver services through covert yet controlled mechanisms, such as the “Chaos Doodle” secret shopper program.
• Reactive Quality: responsible for the Case and Call Quality Scorecard mechanism, including the standards, calibration, and visualization thereof. Leads Quality Coach team in executing the scorecard mechanism, anomalous behavior monitoring (false alarm reporting), and MDF Audit programs.
• Product Management: BAC representative for operational impacts related to technology enhancements (case management tool, etc.).
• Operator Analytics: business owner responsible to collaborate with service line leaders and Business Intelligence team for the development and upkeep of team and operator performance dashboards.
• Weekly Business Review (WBR): own the operations Weekly Business Review mechanism, collaborating with Service Line Leaders to define health metrics, then conduct analysis and identify remediation for those not meeting target.