Senior ACES Specialist
San Jose , H, CR
hace 4 días


Amazon Customer Excellence Services (ACES) at SJO owns the identification of high-impact initiatives, and develops, deploys and sustains scalable mechanisms to continuously improve FGBS operations.

ACES centralizes tangible cost savings initiatives, improvement project portfolio, invent and simplify culture and will act as a guardian of customer obsession, at the Costa Rica site.

As a Senior ACES Specialist you will support AP Retail strategy execution by ensuring alignment with customer requirements and Global Finance ACES targets.

Below main tasks under this role's responsibility :

  • Support the execution of the WW FGBS ACES strategy through local management and partnership with other support teams (L&D, BA, HR, Controllership).
  • Coaches, trains and promotes the continuous improvement and customer excellence culture across AP function. Proactively performs quantitative analysis of key process indicators, to identify and promote process improvement opportunities that deliver on cost reductions.
  • Demonstrates discretion in coordination of project scoping and prioritization, in alignment to business objectives.
  • Oversees and leads project portfolio in AP Retail, ORT and AP Payments as assigned by Manager, ensuring project progress, guidance, mentorship and benefits crystallization through completion.
  • Builds compelling communication plans to ensure all projects status are widely informed.
  • Acts as a consultant for mechanism building for AP Team
  • You will escalate and resolve systemic issues that represent roadblocks for process improvement and customer excellence, while providing resolution options.
  • Creative, outside of the box thinking should be part of your toolbox. You will be a decision maker, acting as representative at local and global meetings / conferences, where network-wide projects are discussed.
  • Lead YB / GB projects and mentoring Just Do Its’ and Kaizens and manage continuous improvement space for multiple functions.
  • Manage and improve idea management mechanism. Conduct YB, Data Analytics and Kaizen Trainings

  • Bachelor's degree in Business, Engineering, Statistics, Computer Science, Mathematics or related field.
  • Minimum experience of 3 years using Voice of the Customer (VOC) analysis to drive improvement through the application of Lean and / or Six Sigma tools and concepts.
  • Experience of at least 3-5 years of project management. · Experience in or demonstrated ability to lead people / teams without formal responsibility and interacting and building rapport with teams of all levels
  • Six Sigma Black Belt Certified · Excel, SQL, SharePoint, Power Point and Statistical packages (Minitab, SPS, JMP, others) mastery.
  • Solid background in communication plans creation and execution, at a global scale

  • Mastery of SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)
  • Strong verbal and written communication skills.
  • Self-starter capable to taking initiative and working with minimal direction. MBA or Master's Degree in related fields.
  • Experience in Accounts Payable and Accounts Receivable domains
  • Portuguese as a third language
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