Senior Continuous Improvement Expert, Worldwide Customer Service, Amazon Customer Excellence System

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 continous 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. The individual 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 Exports and Device, Digital and Alexa Services (D2AS) Program Manager and can be located in any of our corporate locations (Seattle, Nashville, Arlington or Austin).

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 objectives.
• Oversees segment of site project portfolio as assigned, assisting individual 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). Influences 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.

You possess 2-5 years of experience with continuous improvement tools and methodologies, or a demonstrated ability of a competent level continuous improvement practitioner. You have the ability to lead broader, cross-functional, continuous improvement projects that may or may not have global impact and demonstrate skillful usage of lean tools, project management skills, and continuous improvement cycles (DMAIC, Kaizen 6 step, etc.). You have the ability to generate and understand descriptive & inferential statistics and use them to effectively solve business problems. You have the ability to translate complex statistical data into practical information/conclusions. You possesses an advanced understanding of the scientific method and mechanisms.


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