Transaction Risk Management Services (TRMS) works to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned.
Through people and technology we manage risk across hundreds of services and multiple geographies, focus on our customers and scale through innovation.
Our Investigation Specialists will always deliver on our service standards for our customers and with zero defects. We achieve this through a combination of automated and manual investigations of the buyers and sellers on our marketplace.
The Transaction Risk Management Systems (TRMS) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.
com. We have investigators globally who investigate fraudulent transactions. Not only do we protect all aspects of the Amazon shopping experience, we also deliver services to large and small merchants hosted on the Amazon platform.
In addition, we work towards minimizing the risk associated with new initiatives.
TRMS ACES (Amazon Customer Excellence System) team is seeking a KPO who is passionate about providing exceptional quality service, thinks globally, drives key project initiatives that will help manage sustained process improvements and has the ability to contribute to innovative ideas.
They will lead the site / program level improvement through Kaizens & facilitating Just do its (JDIs) ensuring successful implementation of those projects.
Roles and Responsibilities :
Project identification and prioritization : Identifies and Evaluates project opportunities in current programs by conducting seeking inputs from stakeholders and evaluation current process performance.
Leads the execution of projects across programs to improve metric performance of CTQs
Review, Mentor and Own : To mentor and / or lead improvement projects which are prioritized for execution (JDIs, Kaizens, DMAIC).
Conduct governance meeting at a defined frequency to check status of solution against the timelines
Reporting : To report project milestone status with all stake holders providing regular updates to senior management
Benefit Quantification : Quantify benefits potential and realized from the projects in terms of $ savings (ROI) and / or Metric improvements, obtain sign-off for project closure.
Collaboration : Supports best practice sharing, replication and standardization across all TRMS sites.
Learning & Development : Development and implementation of training program(s) on Lean Six Sigma philosophy, theory, and application tools / techniques.
Facilitating, training, and coaching team members in the use of quality & statistical tools / techniques.
Core competencies of the role include :
Ability to influence stakeholders across the organization without direct reporting lines
Demonstrated ability to develop and execute complex project roadmaps
Change agent with the ability to lead change across all levels of the organization and be hands-on to implement improvement design
Execution of WW TRMS ACES strategy, support and improve the TRMS ACES program locally and globally
Excellent oral, written and interpersonal communication skills along with outstanding facilitation skills
Ability to interpret, analyze, and understand complex data sets
Ability to work under tight deadlines
Preferred Qualifications :
Project management experience.
Certified Lean Six Sigma Black Belt from a reputed institute or organization
Prior Process Improvement experience with demonstrated success in leading projects in Cross-functional environment
Mastery of SQL, SharePoint, Excel, Power Point, Word and Statistical packages (e.g. Minitab)
Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
Advanced degree (technical or MBA) prefered
2+ Year Leadership Experience