WW Customer Service Continuous Improvement Expert, WW CS ACES

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DESCRIPTION The Worldwide Customer Service (WWCS) ACES Program Manager leverages data insights to identify operational efficiency opportunities, solves for underlying root causes, and implements solutions that improve the Customer and Associate experience. The WWCS ACES...

DESCRIPTION

The Worldwide Customer Service (WWCS) ACES Program Manager leverages data insights to identify operational efficiency opportunities, solves for underlying root causes, and implements solutions that improve the Customer and Associate experience. The WWCS ACES team engages with key business stakeholders across Amazon with the goal of connecting our Customers with Associates that are equipped and empowered to resolve their issue upon first contact, eliminating waste in our value streams. Our team’s work has a direct impact on Customer satisfaction, Associate experience, and our ability to grow and scale as Amazon’s business continues to increase in complexity.
Are you passionate about driving process improvements with impact to global programs and customers? Do you like to develop relationships with cross-functional teams with the goal of creating customer centric solutions that drive measurable results? Are you a self-starter and open to learning through working hands-on with minimal direction?





Key job responsibilities
• Use data analysis to pinpoint opportunities to streamline processes
• Meeting the goals and performance targets for the Consumer Service organization.
• Perform quantitative analysis of key process indicators to identify and prioritize Consumer-related process improvement opportunities (eliminate waste).
• Partner with Consumer Operations leadership, CS support teams, and Amazon business partners to gain buy in and work to implement solutions.
• Oversee Consumer project portfolio, mentoring and assisting individual project leaders through project life cycle
• Maintain clear communication with internal/external stakeholders across all levels on program and project progress.
• Ensure process improvement opportunities are solved at-scale and identify replication opportunities, as applicable

A day in the life
You contribute to team and organization documents (e.g., project/program requirements and roadmap, status, tenets, MBR/QBR, OP1/OP2). Influence managers and peer teams without authority. You meet timelines and minimize disruption to partner and engineering teams, especially during their peak efforts. You manage overall schedule, proactively mitigate any risks, and keep the scope of effort under control. You own all program communication. You accelerate progress by driving crisp and timely decisions, clearing blockers (e.g., path to green), escalating appropriately. You apply process improvement methodologies (e.g., Agile, Lean, Kaizen analyses, or another approach). You may oversee a roll-out process, including shepherding testing, and other launch efforts. You include buffer time, plan for the unexpected, making sure that dependencies are not broken by changes related to the efforts you manage. You plan effectively to make sure those involved in your projects are not overburdened and that outcomes are maintainable. You may manage post-launch support plans (e.g., post-mortem, issue/ticket management, possibly COEs). You look for opportunities to improve system quality and operational excellence. You help recruit and interview for your team. You mentor and help develop others.


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!

About the team
The Amazon Customer Excellence System (ACES) is the management philosophy and practice used by Customer Service to eliminate defects and improve customer experience. To add value and achieve long-term results, we have adopted the following tenets:

1. Human experience comes first. In a conflict between prioritizing between high dollar impact and egregious human experiences (either a customer or employee), the latter wins.
2. Culture enablers. We amplify the long-term value of continuous improvement by providing others with the tools and mechanisms they need to solve problems independently.
3. It is ok to fail. We look for ways to say yes and experiment when facing two-way door decisions, because we can iterate, fix it and learn from it.
4. Process oriented. We believe optimizing processes will improve customers’ experience instead of managing output metrics.
5. Deep continuous improvement methodology: Our differentiator is our continuous improvement mastery; we invest our resources in process efficiency and root cause elimination over generic program or project management needs.

We are open to hiring candidates to work out of one of the following locations:

Edinburgh, SCB, GBR | London, GBR

BASIC QUALIFICATIONS

- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in defining and implementing process improvement initiatives using data and metrics
- Six Sigma and process improvement knowledge

PREFERRED QUALIFICATIONS

- A Certified Six Sigma Green Belt +

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

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