Description

As part of Amazon's mission to be the Earth's 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 operationalize our learning. The Customer Service (CS) Amazon Customer Excellence System (ACES) Senior Continuous Improvement Expert supports, coordinates and facilitates structured process improvement activities aligned to our business goals. They foster a culture of continuous improvement, provide thought leadership, solve for root causes and not symptoms, influence change at al levels in the organization, and deliver 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, you 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.

The Senior Continuous Improvement Expert will assists with and drive continuous improvements with CS processes, align local priorities with customer requirements and partner with the Worldwide CS ACES team to implement changes throughout the CS network. This person will also lead process improvement projects, facilitate meetings.

Key job responsibilities

Facilitates the execution of the WW ACES strategy through local management and support teams.

Develops mechanisms that produce a sustainable continuous improvement culture.

Coaches and trains local 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 goals.

Oversees segment of site project portfolio as assigned, assisting project managers with execution and delivery of results.

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

Help drive site communication, including project updates and other initiatives through approved site communication plan.

Manages projects as assigned by manager.

Attend meetings as necessary to facilitate growth and network-wide parity.

A day in the life

You contributes 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.

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!

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:

Bengaluru, KA, IND | Noida, UP, IND | Pune, MH, IND

Basic Qualifications

• 5+ years of leading large complex programs experience

• Experience leading process improvements

• Experience in leading large, cross functional projects

• Experience building processes, project management, and schedules

• Six Sigma Green / Black Belt. Good in handling large data.

Preferred Qualifications

• Basic SQL