Job details
Job type full-time
Full job description
Proven experience in in lean/six sigma, or similar quality and continuous improvement fields.
Experience developing, improving and implementing processes in large-scale, complex environments.
Experience working with large amounts of data and communicating data findings, experience establishing and tracking program metrics including return on investment.
Project management experience including collecting business requirements, reviewing specifications, analyzing cost/benefit of project selection, and communicating results throughout the organization
Are you passionate about driving process improvements with impact to global programs and customers? do you like to develop relationships with cross-functional teams with the goal of creating customer centric solutions that drive measurable results? are you a self-starter and open to learning through working hands-on with minimal direction?
At amazon, we strive to hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to directly improve the amazon customer experienceWe do this every day by solving complex business and technical problems with ingenuity and simplicity.
The worldwide customer service (wwcs) aces program manager leverages data insights to identify operational efficiency opportunities, solves for underlying root causes, and implements solutions that improve the customer and associate experienceThe wwcs aces team engages with key business stakeholders across amazon with the goal of connecting our customers with associates that are equipped and empowered to resolve their issue upon first contact, eliminating waste in our value streamsOur team’s work has a direct impact on customer satisfaction, associate experience, and our ability to grow and scale as amazon’s business continues to increase in complexity.
Key responsibilities:
Responsible for the achievement of consumer service organization goals and performance targets.
Establish and execute upon the value stream ownership program strategy.
Perform quantitative analysis of key process indicators to identify and prioritize consumer-related process improvement opportunities (eliminate waste).
Partner with consumer operations leadership, cs support teams, and amazon business partners to gain buy in and support to implement solutions.
Lead and support global value stream ownership projects and large-scale kaizen events.
Oversee consumer project portfolio, mentoring and supporting individual project leaders through project life cycle
Maintain clear communication with internal/external stakeholders across all levels on program and project progress.
Ensure process improvement opportunities are solved at-scale and identify replication opportunities, as applicable
Positions available in united states, united kingdom, and india.
Master’s degree (math engineering science) or mbalean six sigma black belt
Successful record of building, improving and running business processes globally.
Strategic orientation, able to work with sophisticated financial analyses, assess and mitigate risk, forecast both long and short-term outcomes, and anticipate and navigate scenarios in a complex business environment.
Ability to work in a highly ambiguous environment and interest in supporting a global team.
Excellent written and verbal skills as well as prioritization and planning skills – with strong attention to detail.
Ability to handle responsibilities independently, while exercising good judgment in problem solving and keeping team members adequately informed.
Amazon is an equal opportunities employerWe believe passionately that employing a diverse workforce is central to our successWe make recruiting decisions based on your experience and skillsWe value your passion to discover, invent, simplify and buildProtecting your privacy and the security of your data is a longstanding top priority for amazonPlease consult our privacy note to know more about how we collect, use and transfer the personal data of our candidates.
For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/en/disability/us .
