Customer Service Sr. Continuous Improvement Expert (Level 5)
Lagunilla , CR
hace 2 días


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 operationalize our learning.

The Customer Service (CS) Amazon Customer Excellence System (ACES) Senior Continuous Improvement Expert supports, coordinates and facilitates structured process improvement activities aligned to our business goals.

They foster a culture of continuous improvement, provides thought leadership, solves for root causes and not symptoms, influences change at all levels in the organization, and delivers big improvements for our customers.

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.

Additionally, you 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.

You will participate in the exchange and promotion of best practices within the Amazon operational world as well as influence the Management Team in use of process improvement methods.

While the methodology for improving process is Lean / Six Sigma, it is not limited to it. If you have new way of doing it, we will like to hear and implement it.

Key Responsibilities :

  • Facilitates the execution of the WW ACES strategy through local management and support teams.
  • Performs quantitative examination of key process indicators to identify opportunities for process improvement.
  • Demonstrates discretion in coordination of project scoping and selection to align with business goals.
  • Oversees segment of site project portfolio as assigned, assisting individual project managers with execution and delivery of results.
  • Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
  • Runs projects as assigned by manager.
  • Attend meetings as necessary to facilitate growth and network-wide parity.

  • Bachelor's degree in Business Administration, Engineering or any related field
  • 3+ years of experience using Voice of the Customer analysis to drive improvements through the application of Lean and / or Six Sigma tools and concepts
  • 3+ years of project management experience
  • Fluent Spanish and English (spoken and written)
  • Proficiency with Microsoft Office products
  • Experience in or demonstrated ability to lead people / teams without formal responsibility and interacting and building rapport with teams of all levels
  • Experience communicating and presenting to groups

  • Experience guiding and / or participating in structured process improvement activities such as Kaizen Events
  • Experience managing a project portfolio.
  • Lean Six Sigma Green or Black Belt Certification
  • Mastery of SQL, SharePoint, Excel, Power Point, Word and Statistical package (e.g. JMP or Minitab)
  • Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
  • Advanced degree (technical or MBA) preferred
  • Self-starter capable to taking initiative and working with minimal direction.
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