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. 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
– Drive detailed discussions and high-level alignment.
– Produce clear, concise documents (e.g., A3s, narratives, PR/FAQs).
– Contribute to team and organization documents (e.g., project/program requirements and roadmap, status, tenets, MBR/QBR, OP1/OP2).
– Drive organizational documents (e.g. decision narratives, investment proposals, MBR/QBR, roadmaps, etc.) internally/externally.
– Own customer engagement for major program issues.
– Design program value propositions for large audiences, PR, Marketing, Sales.
– Manages difficult and/or cross-functional projects/goals.
– Define program requirements and drives team(s)/partners to meet goals.
– Accelerate progress by driving timely decisions.
– Able to spot risks, ask the right questions.
– Clear blockers, escalate appropriately.
– Make trade-offs: time vs. quality vs. resources.
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:
Arlington, TN, USA | Austin, TX, USA | Nashville, TN, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
– 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
– 3+ years of driving end to end delivery, and communicating results to senior leadership experience
– 3+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,300/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.