CX Process Improvement Manager, EU Quality
Job ID: | Amazon EU SARL (Spain Branch) • 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 and 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 partner with shift leadership to embed quality standards on the ground.




- Lead high‑impact EU‑wide programs that target recurring structural defect patterns common across countries, end-to‑end from problem definition through launch and measurement.
- Partner with Tech, Operations, Process Excellence, Finance, and external partners to shape the process flow of shipments, reduce defects, and enable defect prevention upstream.

A day in the life
- Single‑threaded leader owning quality performance for your country / region end‑to‑end. In a typical week, drive improvements across sites by influencing Site Ops; raise site deep‑dive standards by critiquing root‑cause analyses, sharing best practices with site and regional leaders, and running 5‑Whys with sites first‑hand; present country performance in business reviews; and participate in defect‑reduction workshops at sites or pan‑EU.
- Lead EU‑wide programs — multi‑stakeholder, multi‑quarter — targeting the st

📌 CX Process Improvement Manager, EU Quality (España)
🏢 Amazon
📍 España