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 CET/PACE product support program 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 CS ACES CET and PACE Program Manager and can be located in any of the EU Customer Services sites.
Key Responsibilities:
• Facilitates the execution of the WW ACES strategy for CET and PACE program 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 CET and PACE Support portfolio as assigned.
• Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
• Help drive CET and PACE program 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 specialists 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.
• 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
• Experience in or demonstrated ability to lead people/teams without formal responsibility, interacting and building rapport with teams of all levels
• Experience communicating and presenting to groups
• Ability to communicate effectively across a multitude of platforms with team members in European teams
• Operates with considerable autonomy and discretion
• Stakeholder Management skills
• Proficiency with Microsoft Office products
• Comfortable with basic SQL
• Strong analytical background.
PREFERRED QUALIFICATIONS
• Experience leading and/or participating in structured process improvement activities such as Kaizen Events
• Experience managing a project portfolio
• Lean Six Sigma Green or Black Belt Certification
• Mastery of SQL, SharePoint, Excel, Power Point, Word and Statistical package (e.g. JMP or Minitab)
• Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
• Advanced degree (technical or MBA) preferred
• Proficiency with Microsoft Office products
• Strong communication verbal and written communication skills
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.