Quality Manager, Amazon Now SA

Amazon Now is looking for a results-driven Quality Manager to own and drive quality standards across our quick-commerce operations in Saudi Arabia. This role sits at the intersection of operations, vendor management, and customer experience, ensuring that every order delivered meets Amazon's bar for accuracy, freshness, and reliability. The ideal candidate is highly analytical, operationally minded, and passionate about building scalable quality frameworks in a fast-paced, high-growth environment.
Key job responsibilities
• Define, implement, and continuously improve quality standards across dark store operations, covering order accuracy, product freshness, and customer experience metrics
• Own key quality KPIs including defect rates, return rates, nPPM, and customer complaints, with full accountability for performance against targets
• Partner with Vendor Management and Category teams to establish and enforce vendor quality standards, compliance requirements, and corrective action processes
• Lead root cause analysis (RCA) for quality failures and drive systemic fixes across operations, sourcing, and logistics
• Develop and maintain SOPs, quality audits, and inspection frameworks for inbound, storage, picking, and last-mile delivery
• Collaborate with the Tech and BI teams to build quality dashboards and reporting mechanisms that enable proactive issue detection
• Drive a culture of quality across the organization by coaching and upskilling operations and vendor-facing teams
• Represent quality in cross-functional business reviews (WBRs, MBRs) and escalate risks to leadership with clear action plans
A day in the life
• Review daily quality metrics & dashboards, identifying trends, anomalies, and areas requiring immediate action
• Conduct quality audits across dark stores, reviewing order accuracy, product condition, and compliance with SOPs
• Engage with operations teams to resolve live quality issues and ensure corrective actions are implemented swiftly
• Follow up on open RCAs and track progress against corrective & preventive action plans
• Coordinate with vendors on quality complaints, rejections, and performance improvement plans
• Attend daily and weekly operational syncs to provide quality updates & flag risks
• Review customer feedback, and defect reports to identify recurring patterns
• Update and maintain quality trackers, audit logs, and performance reports
- 3+ years of with Excel experience
- 5+ years of retail, operations, product or program management, or business management/consulting with negotiations and delivering results experience
- Bachelor's degree, or 3+ years of professional or military experience
- Experience with financial analysis and P&L ownership
- Experience managing large data sets and utilizing to drive performance and process improvements
- Experience in vendor negotiations, pricing and promotion, inventory management, and product development
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