As part of Amazon mission to be the most customer-centric company, the Amazon Customer Excellence System (ACES) Continuous Improvement Expert, will assist with and drive continuous improvements of Customer Services processes.

The Customer Service (CS) Amazon Customer Excellence System (ACES) Program Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. He or she fosters a culture of continuous improvement, providing thought leadership to and influencing change at all levels in the organization.

This role reports to the CS ACES Manager and can be located in any of the India Customer Services sites.

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. Efficient Program Management capabilities, developing new programs to support the strategic direction of the WW CS ACES vision, creating and managing long-term goals.

This person will need an ability to see the big picture/whole system and execute on grass root level to improve the overall network. Flexible to support adhoc tasks and projects as per the business needs. Additionally, they 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.

Key Responsibilities :

- Facilitates the execution of the WW Customer service strategy through local management and support teams.

- Leads and supports process improvement projects at the site and regional/global level.

- Partners with management to drive a culture of continuous improvement across CS operations.

- Performs Process mapping of existing processes using tools like value stream maps, SIPOC, Swim lane, Customer journey mapping etc to identify the defects/gaps in upstream and downstream processes.

- Demonstrates discretion in coordination of project scoping and selection to align with business objectives.

- Oversees site project portfolio, 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.

- Performs quantitative analysis of key process indicators to identify opportunities for process improvement.

- Prepares project plan and communicates project progress to all stakeholders involved

- Performs general duties to support and improve the CS ACES program locally and globally as part of WW CS ACES.

- Works on multiple projects simultaneously and meets specified timelines to deliver expected results, escalating when/where appropriate.

- Flexible working with stakeholders from different time zones and geographies.

Basic qualifications :

- Bachelor's degree or equivalent

- Fluent written and verbal communication in English

- Project management experience

- Will have significant Kaizen/Process Improvement experience. Typically has some education/formal training around Process Improvement.

- Project management experience/ Strong project management skills.

- Able to prioritize in complex, fast-paced environment.

- 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

- Analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis

- Minimum knowledge of SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)

Preferred qualifications :

- Advanced degree (technical or MBA)

- Experienced Program/Project Manager, very good at influencing stake holders through data driven approach.

- PMP Certified

- Six Sigma Green Belt or Lean Certification.

- Mastery of SQL, R, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)

- Self-starter capable to taking initiative and working with minimal direction.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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