At Amazon.com we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.
If you'd like to help us build the place to find and buy anything online, this is your chance to make history.
The Customer Service (CS) Amazon Customer Excellence System (ACES) is looking for a Continuous Improvement Specialist that will assist with and drive continuous improvements with CS processes, align local priorities with customer requirements and partner with the Worldwide CS ACES team to implement changes throughout the CS network.
The incumbent will also lead process improvement projects, facilitate meetings, and deliver training on process improvement concepts and techniques as appropriate.
This role reports directly to the ACES Manager.
Key Responsibilities :
Facilitates the execution of the WW ACES strategy through local management and support teams.
Coaches and trains local management, CS Associates and project teams on ACES concepts and methodologies.
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.
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.
Help drive site communication, including project updates and other initiatives through approved site communication plan.
Manages projects as assigned by manager.
Attend meetings as necessary to facilitate growth and network-wide parity.
Bachelor's degree or equivalent post-secondary degree external only
Experience using Voice of the Customer analysis to drive improvements through the application of Lean and / or Six Sigma tools and concepts.
Project management experience.
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
Proficiency with Microsoft Office products
Master preferred in a technical field (Math, Engineering, Computer Science)
1-2 years leading virtual teams 7+ years’ experience in project management and facilitation of process improvement initiatives across business operations and technology
5+ years’ experience instructing executives, managers, and associates on Lean methodologies
Must be willing to travel as necessary, up to 40%
Facilitation experience at all levels of the organization and to audiences of all sizes
Experience successfully deploying transactional lean, manufacturing lean, variation reduction, and six sigma methodologies
Lean / Six Sigma Blackbelt certification