- As part of Amazon mission to be the Earth's Most Customer-Centric Company (EMC3), we are looking for highly skilled and motivated people to help us to continuously improve our customer service processes, align them with customer requirements, and also operationally. The Customer Service (CS) Amazon Customer Excellence System (ACES) Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. S(He) fosters a culture of continuous improvement, provides thought leadership, influences change at all levels in the organization, and contributes to solve complex business problem for improved customer experience.

- The successful candidate for this role will be metrics and number savvy with an analytical mindset, s(he) will be a fast, clear and independent thinker who is naturally curious about how things work, and has demonstrated leadership ability across hierarchy levels. This person will have exposure in RPA, automation solutions, and has a flavor of how products are developed, as they will work closely with Product Managers. Additionally, they are never satisfied with the status quo, are ready to roll up their sleeves, don- t shy away from chasing and getting things done and have the ability to thrive in a fast-paced, customer-centric and ever changing Customer Service environment.

- You will engage with other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers as well as influence and train the Management team in use of CI methods. While the methodology for improving process is Lean/Six Sigma, it is not limited to it. If you have new way of doing it, we will like to hear and implement it.

Key Responsibilities:

- Own WW CS ACES strategy and its execution for the site / operational units (OU).

- Leads and facilitates process improvement projects at the OU level with global impact.

- Leads initiatives to build quality thinking in Customer Service Products by building quality as part of design and development and partnering with Product Managers.

- Coaches and trains operations leaders and project teams on ACES concepts and methodologies.

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

- Oversees project portfolio, assisting Program Managers & Continuous Improvement Experts with execution and delivery of results.

- Identifies opportunities to automate processes and works with stakeholders to develop an automation pipeline.

- Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.

- Communicates across all levels on project and program progress.

- Facilitates and participates in meetings as necessary to facilitate growth and network-wide parity.

Basic Qualifications:

Experience:

- 12+ years of professional experience in roles that required data analysis, program management, and creative problem solving and cross-functional collaboration.

- 5+ years of experience in managing direct teams.

- Remarkable ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution.

- Quality framework and/or lean deployment experience.

- Hands-on experience in delivered e2e large-scale Process Transformation projects for global clients with direct & indirect team reporting relationship and building rapport with teams across all levels.

- Ability to work in matrix environment and with high ambiguity.

Technical:

- Apt in application of SPC, Hypothesis Testing, Regression Analysis, DOE.

- Experience in using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.

- Ability to interpret, analyze, and understand complex data sets.

- Exposure to digital technologies and tools, automation, RPA & AI .

Communication:

- Exceptional verbal and written communication skills.

- Ability to converse with technology teams to bridge the language gap between business and tech.

- Exceptional ability to connect with senior business leaders and to influence and prioritize.

People Management:

- High focus on Hire and Develop the best

- Planning and setting goals for the team members

- Conducting performance evaluations of employees

- Supporting employees with training and development activities

- Monitoring team performance to ensure objectives are met

Preferred Qualifications:

- Advanced degree (Technical or MBA)

- Six Sigma Master Black Belt/Black Belt certification.

- Lean Certification

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

- Experience with ecommerce processes or industry.

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