Quality Manager - Amazon Now Saudi Arabia

About the Role

Amazon Now seeks a proactive Quality Manager to oversee and enhance quality benchmarks across its rapid commerce operations in Saudi Arabia. Positioned at the nexus of operational execution, vendor collaboration, and customer satisfaction, this role ensures each delivery meets Amazon's stringent standards for precision, freshness, and dependability. The ideal candidate brings strong analytical skills, an operational focus, and enthusiasm for developing scalable quality protocols in a dynamic, expanding environment.

Key Responsibilities

• Establish, execute, and continuously refine quality protocols across dark store operations, focusing on order accuracy, freshness of products, and customer satisfaction metrics.
• Take full responsibility for critical quality KPIs such as defect rates, return percentages, non-product performance metrics (nPPM), and customer grievances, ensuring targets are met.
• Collaborate with Vendor Management and Category divisions to define and ensure adherence to vendor quality expectations, compliance regulations, and corrective procedures.
• Lead thorough root cause analysis for quality lapses and facilitate organization-wide corrective measures spanning operations, sourcing, and logistics.
• Create and manage SOPs, quality audits, and inspection processes for receiving, storage, picking, and delivery stages.
• Work alongside Technology and Business Intelligence teams to develop dashboards and reporting tools aimed at early detection of quality issues.
• Promote a quality-first mindset by mentoring and enhancing the skills of operations and vendor liaison teams.
• Represent the quality function in cross-functional business reviews and escalate risks with defined action strategies to leadership.

Typical Daily Activities

• Analyze daily quality data and dashboards to detect trends, irregularities, and urgent concerns.
• Conduct audits at dark stores assessing order accuracy, product conditions, and SOP adherence.
• Resolve immediate quality problems in collaboration with operations and ensure rapid execution of fixes.
• Monitor ongoing root cause analysis and progress on corrective and preventive action plans.
• Engage vendors regarding quality issues, rejections, and performance enhancements.
• Participate in routine operational meetings to communicate quality insights and highlight potential risks.
• Review customer feedback and defect data to identify frequent patterns.
• Maintain quality tracking tools, audit records, and performance documentation.

Basic Qualifications

• Minimum 3 years experience working with Excel for data handling.
• At least 5 years in retail, operational management, product/program oversight, or business/consulting roles with a track record of negotiation and result delivery.
• Bachelor’s degree or equivalent 3+ years of trade, professional, or military experience.
• Proficient in financial analysis and responsible for Profit & Loss oversight.

Preferred Qualifications

• Skilled in managing extensive data sets to inform performance improvement and process optimization.
• Experienced in vendor negotiations, pricing strategies, promotions, inventory control, and product development.

Additional Information

Amazon values an inclusive culture enabling employees to provide outstanding customer outcomes. Candidates needing workplace accommodations during recruitment or onboarding are encouraged to request support. This position is based in Riyadh, Saudi Arabia, through Afaq Q Tech General Trading.