Quality Manager, Last Mile ACES - Quality

Amazon is hiring a Quality Manager, Last Mile ACES - Quality in Bengaluru, India. Level rates it ; you can apply on Amazon.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
Tools and skills the posting cites include quality management, logistics and continuous improvement.
Level classifies it as a mid-level role.
Level lists 20,000+ other open roles at Amazon.

AI in this role

Drive last-mile delivery quality programs, performance metrics, and operational continuous improvement for Amazon Logistics.

quality-managementlogisticscontinuous-improvementroot-cause-analysis

We are seeking a Quality Manager for our Amazon Logistics (AMZL) Last Mile Delivery Experience Team.

The successful candidate has last mile logistics experience, an interest in and ability to work and think analytically, and manage all the aspects of multi-disciplinary projects and programs.

Key job responsibilities

Become an subject matter expert for AMZL and customer service processes and systems
Conduct root cause analysis, define corrective actions and ensure they are completed. Dive deep on executive escalations.
Develop a thorough understanding of customer needs and pain points related to our deliveries, both existing and potential. Produce white papers and present to senior management
Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
Deliver end-to-end continuous improvement programs, projects and initiatives. Develop and produce metrics and reports leading to performance improvement. Lead Kaizens or auditing activities in delivery stations to ensure process implementation.

About the team
Amazon Logistics, or AMZL, handles Last Mile delivery duties in partnership with multiple stakeholders - LM Ops, NOC, CPU, LMAQ etc. We utilize creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions.

Key job responsibilities
Own daily and weekly operational performance governance for the cluster — review metrics, identify bottom-performing stations, conduct site Gembas, and drive defect reduction through structured action tracking with clear ownership and timelines.

Partner cross-functionally with COM leadership, Station Leaders, CRMs, and central ACES Program Managers to diagnose quality gaps, align on root causes, and execute corrective actions through daily DBRs, weekly WBRs, and monthly cluster business reviews.

Drive on-ground process standardisation and new program rollouts in coordination with L&D and Program teams — including training needs assessment, associate ride-alongs, and best practice sharing across COMs within the zone.

Manage a structured escalation framework — resolving station-level issues within 24 hours, escalating systemic COM-level issues with proposed solutions within 48 hours, and raising technical/system defects via SIM tickets to Trans SME (NOC) for cross-functional resolution.

Maintain regular stakeholder cadence with COM, Zonal QM, city managers, and business coaches to identify channel-level opportunities, track program updates, and ensure all recommendations are data-backed and concise for leadership decision-making.

About the team
The Last Mile ACES (Amazon Customer Excellence System) Quality team serves as the guardian of quality control and operational excellence within Amazon's last-mile delivery operations. This team is responsible for the adoption, oversight, and continuous improvement of Standard Operating Procedures (SOPs) across Amazon Logistics (AMZL), where packages are delivered directly to customers' doorsteps.

The team's primary focus encompasses quality assurance and control processes throughout the entire package journey within Last Mile Operations. Key responsibilities include monitoring and improving critical performance metrics such as scan hygiene, delivery success rates, bad scan incidents, invalid scans, and various operational parameters including DOT (Delivered on Time), DDS (Daily Delivery Success), EMD (Estimated Missed Delivery), and CPS (Customer Promise Success) metrics. The ACES Quality team operates at multiple organizational levels—Network, Zone, and Cluster—to identify operational process gaps and drive improvements using Lean and Six Sigma methodologies.

The team's operational model includes deployment of Quality Associates to identified hotspot sites across the network, where they collaborate directly with operations teams to address quality parameters and implement corrective measures. Through systematic auditing, performance tracking via specialized dashboards, and continuous process refinement, the Last Mile ACES Quality team ensures that Amazon maintains its commitment to being Earth's most customer-centric company by delivering exceptional service quality and operational excellence in its final-mile delivery operations.

Basic qualifications

- Bachelor's degree in Operations, Supply Chain Management, Engineering, or another technical field
- Experience working with cross-functional teams

Preferred qualifications

- 1+ years of performance metrics, process improvement or lean techniques experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

Quality Manager, Last Mile ACES - Quality at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Quality Manager, Last Mile ACES - Quality is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in IN, KA, Bangalore.
The job was posted on September 29, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Quality ManagementLogisticsContinuous ImprovementRoot Cause Analysis

Questions you could be asked

Tell me about a project where quality management was part of your work. What did you do?
Tell me about a project where logistics was part of your work. What did you do?
Tell me about a project where continuous improvement was part of your work. What did you do?
Tell me about a project where root cause analysis was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Quality Management, Logistics, Continuous Improvement, and Root Cause Analysis. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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