The Amazon Customer Service (CS) Amazon Customer Excellence System (ACES) Program Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. This role fosters a culture of continuous improvement, providing thought leadership and influencing change at all levels in the organization. This role reports to the ACES Manager, working closely with the CS India ACES team as well as all levels of management within the organization.
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. This person will need the ability to see the big picture/whole system and execute on the grass root level to improve the overall network. 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 environment.
Key job responsibilities
- Facilitates the execution of the CS India ACES strategy through local management and support teams.
- Leads and supports process improvement projects that have a network impact.
- 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 site project portfolio, assisting Kaizen Promotion Officers and individual project managers with execution and delivery of results.
- Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
- Communicates across the sites at levels on project and program progress.
- Manages projects as assigned by Manager.
- Performs general duties to support and improve the CS ACES program locally and globally.
A day in the life
Amazon offers a full range of benefits to support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
BASIC QUALIFICATIONS
- Bachelor's degree
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- Master's degree
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Lean/Six-Sigma certificate
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.