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) Kaizen Promotion Officer (KPO) will assist with and drive continuous improvements with CS processes, align 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 :
Lead problem-solving activities, including kaizen events.
Facilitates the execution of the WW ACES strategy through management and support teams.
Coaches and trains 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 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 communication, including project updates and other initiatives through approved communication plan.
Manages projects as assigned by manager.
Attend meetings as necessary to facilitate growth and network-wide parity.
Experience leading and / or participating in structured process improvement activities such as kaizen events
Bachelor's degree or equivalent post-secondary degree (only external candidates)
Experience using Voice of the Customer analysis to drive improvements through the application of Lean 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)
Facilitation of process improvement initiatives across business operations and technology
5+ years’ experience instructing executives, managers, and associates on Lean Six Sigma methodologies
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 Green Belt, Black Belt certification or the equivalent
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