Cs Aces Manager Job in Amazon

DESCRIPTION

As part of Amazon mission to be the most customer-centric company, we are looking for the right people to help us to continue to improve our customer service processes, align them with customer requirements, and operationally our learning. The Customer Service (CS) Amazon Customer Excellence System (ACES) Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. He or she fosters a culture of continuous improvement, provides thought leadership, influences change at all levels in the organization, and delivers big improvements for our customers.

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. 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.

You will participate in the exchange and promotion of best practices within the Amazon operational world as well as influence and train the Management Team in use of PI 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:
Facilitates the execution of the WW CS ACES strategy through local management and support teams.
Lead the ACES strategy and its execution for the site.
Leads and supports process improvement projects at the network level that may have a 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 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 Kaizen Promotion Officers and individual program managers 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.
Manages and develops talent.

BASIC QUALIFICATIONS

12+ years of professional experience in roles that required data analysis, program management, creative problem solving and cross-functional collaboration.
8+ years of experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.
Exceptional verbal and written communication skills.
Ability to converse with technology teams to bridge the language gap between business and tech.
Proven track record of delivering large scale, complex and cross functional projects and programs.
Experience communicating and presenting to senior leaders with exceptional ability to influence without authority.
Remarkable ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution.
Ability to deal with high level of ambiguity.
Experience in leading people/teams without formal responsibility and building rapport with teams across all levels.
Analytical background - seven quality tools, SPC, Hypothesis Testing, Regression Analysis.
Six Sigma Black Belt.

PREFERRED QUALIFICATIONS

Advanced degree (technical or MBA)
Six Sigma Master Black Belt or 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.