Description The Senior Manager - Business Quality Assurance (BQA) is a strategic leadership role responsible for driving comprehensive quality excellence and continuous improvement initiatives across Retail Business Services (RBS). This position leads the transformation of RBS into a benchmark organization for business excellence at Amazon through systematic mechanisms. The role encompasses Business Quality Assurance (BQA) to ensure input and output metrics correlate to program impact. The position requires deep expertise in program management, business impact analysis, and cross-functional leadership to drive excellence while protecting RBS credibility and stakeholder trust. Key job responsibilities Key responsibilities include leading business quality assurance programs that audit RBS processes using multiple data sources, conducting business impact analysis to validate metric correlations, implementing priority matrices for objective scenario ranking, performing root cause analysis with scientific validation, and partnering with business units on solution implementation and continuous tracking. A day in the life • Review weekly quality metrics, business impact analysis dashboards, and program performance indicators across RBS • Analyze defect identification pipeline using multiple data sources and validate metric correlations for critical programs • Meet with cross-functional partners (Finance, Operations, Technology, Business Units) to align on strategic quality initiatives • Lead weekly business reviews with senior leadership, presenting BQA program performance and benchmark metrics • Conduct deep-dive sessions on underperforming initiatives using priority matrices and root cause analysis • Collaborate with business units on CAPA implementation and continuous improvement tracking • Analyze escalation management data and implement preventive measures for recurring issues Basic Qualifications - 7+ years of team management experience - Bachelor's degree or above in Operations, Business, Project Management or Engineering - • 10+ years of progressive program management experience in large-scale operations or technology organizations - • 7+ years of experience leading cross-functional teams and managing complex, multi-stakeholder initiatives - • Demonstrated experience in quality management systems, process improvement methodologies (Lean Six Sigma, Kaizen), and defect elimination programs - • Strong analytical skills with experience in data analysis, and business impact analysis - • Knowledge of audit frameworks, compliance systems, and organizational quality standards - • Strong leadership and communication skills with ability to influence senior stakeholders - • Experience with benchmarking methodologies and establishing organizational excellence standards Preferred Qualifications - Experience implementing repeatable processes and driving automation or standardization 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.