Amazon - Senior Continuous Improvement Expert - Worldwide Amazon Customer Excellence System

As part of Amazon mission to be the most customer-centric company, we are looking for the right people to help us to continue to improve our customer service processes, align them with customer requirements, and operationally our learning.

The Customer Service (CS) Amazon Customer Excellence System (ACES) Program Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. He or she fosters a culture of continuous improvement, providing thought leadership to and influencing change at all levels in the organization. This role reports into the ACES Manager, and is required to mentor L4 ACES PMS/CIEs and work closely with the WW CS ACES team as well as all levels of management within the organization.

The successful candidate for this role will be a fast, clear and independent thinker who is naturally curious about how things work, is metrics and number savvy, has an analytical mindset and has demonstrated leadership ability. Efficient Program Management capabilities, developing new programs to support the strategic direction of the WW CS ACES vision, creating and managing long-term goals. This person will need an ability to see the big picture/whole system and execute on grass root level to improve the overall network. Flexible to support adhoc tasks and projects as per the business needs. The successful candidate will manage L4 PMs/CIEs and lead key programs/projects at the site/region/global level. Additionally, they are never satisfied with the status quo, can show success in following-up and getting things done and have the ability to thrive in a fast-paced, customer-centric and ever changing Customer Service environment.

Key Responsibilities:

- Facilitates the execution of the WW CS ACES strategy synergizing efforts through key business stakeholders, CS management and support teams.

- Subject Matter Expert in Continuous Improvement and Project management.

- Leading Program and Projects portfolio at the site/region/global level enabling the execution and delivery of results by building new strategies as per business needs.

- Leads by example and mentors CS leadership, L4 ACES PMs/CIEs, and project teams on ACES concepts and methodologies.

- Effectively manages L4 ACES PMs/CIEs.

- Performs quantitative analysis of key process indicators to identify opportunities for process improvement.

- Demonstrates discretion in coordination of project scoping and selection to align with business objectives.

- Ability to assess continuous improvement opportunities through data analysis and by mapping of existing processes using tools like value stream maps, SIPOC, Swim lane, Customer journey mapping etc. by identifying the defects/gaps in upstream and downstream processes.

- Audits ongoing and completed projects to optimize resources and verify sustained impact and partners with Financial Controller to validate impact.

- Communicates across all levels on project and program progress.

- Proactively identifying new projects while managing projects assigned by Manager.

- Performs general duties to support and improve the CS ACES program locally and globally as part of WW CS ACES mission.

- Responsibilities are non-routine in nature and vary from day to day.

Basic Qualification

- Minimum of 4-6 years' Project/Program management experience in Contact Center or Continuous Improvement Industry using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.

- Experience managing teams (Project/Quality Improvement/Program) or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels.

- Will have significant Kaizen Leader/Project leader experience.

- Strong project management skills.

- Strong analytical and problem solving skills.

- Strong written and verbal communication skills

- Able to prioritize in complex, fast-paced environment.

- Ability to influence, negotiate and provide alternative business solutions.

- Strong operations acumen with in-depth understanding of how operations ecosystems work.

- Ability to work with virtual teams and across time zones to develop strategies and foster a cohesive and creative work environment to make Amazon feels small.

- Experience communicating and presenting to Sr leaders and large groups.

- Minimum knowledge of SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab).

- Strong Analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis

Preferred Qualifications:

- Advanced degree (technical or MBA)

- Six Sigma Black Belt or Lean Certification.

- Mastery of SQL, R, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)

- Self-starter capable to taking initiative and working with minimal direction.

Consultative / Facilitative / Leadership:

- Work requires creativity and judgment.

- Ability to execute with total autonomy and deal with ambiguity

- Strong influencing skills and negotiation skills.

- Change Management

- Assisting teams in presenting data and conclusions clearly

- Amazon is an Equal Opportunity Employer.