As part of Amazon mission to be the most customer-centric company, the Amazon Customer Excellence System (ACES) Continuous Improvement Sr Expert, will assist with and drive continuous improvements of Customer Services Global Store processes for WW Customer Services.
They will align local priorities with customer requirements and partner with the WW Customer Services ACES team to implement changes throughout the Customer Services network.
The successful candidate will also lead process improvement projects, facilitate meetings, and deliver training on process improvement concepts and techniques as appropriate.
This role reports to the Customer Service (CS) ACES Global Store Program Manager and can be located in any of the Customer Services sites.
Key Responsibilities :
Facilitates the execution of the WW ACES strategy for Global Store through CS management and support teams.
Develops mechanisms that produce a sustainable continuous improvement culture.
Coaches and trains CS management 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 Global Store 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 Global Store project communication, including project updates and other initiatives through approved communication plan.
Provide leadership on ACES project selection, scope, definition, and performance to ensure alignment with business strategy.
Collaborate and communicate with other WW ACES specialist on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
Attend meetings as necessary to facilitate growth and network-wide parity.
Manages projects as assigned by manager.