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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 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?

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.

You will participate in the exchange and promotion of best practices within the Amazon operational world as well as influence the Management Team in use of process improvement methods. While the methodology for improving process is Lean/Six Sigma, it is not limited to it. If you have new way of doing it, we will like to hear and implement it.

Key job responsibilities

1. Manage complex, cross-functional projects from inception to completion, ensuring high-quality results that meet business goals

2. Partner with stakeholders to secure resources, scope efforts, and set milestones to drive successful program delivery

3. Communicate program status, risk and mitigation plans, and influencing decisions without direct authority

4. Contribute to team and organization documents (e.g., project/program requirements and roadmap, status, tenets, business reviews and operational planning)

5. Meet timelines and minimize disruption to partner teams, proactively managing schedule and risks

6. Accelerate progress by driving timely decisions, clearing blockers, and escalating appropriately

7. Look for opportunities to improve system quality and operational excellence

8. Solve ambiguous problems through the application of Lean/Six Sigma methodologies such as value stream mapping, kaizen, process mapping, data collection, waste analysis, inferential statistics, hypothesis testing (Minitab), and design of experiments.

What We're Looking For:

1. Ability to work independently, seeking guidance as needed, to successfully manage difficult projects across teams

2. Strong problem-solving and critical thinking skills to identify root causes, mitigate risks, and drive timely decisions

3. Excellent communication and stakeholder management abilities to translate complex information and influence without authority

4. Hands-on experience leading Lean, Kaizen, DMAIC, or other continuous improvement initiatives

5. Proficiency with statistical analysis, data visualization, and translating insights into practical business solutions

6. Passion for driving operational excellence and a track record of improving team processes and metrics

7. Demonstrate 2-5 years of experience with process improvement tools and methodologies, or a proven track record as a competent continuous improvement practitioner

A day in the life

As a Process Improvement Program Manager, your days will be filled with collaborating with cross-functional teams, driving complex projects forward, and finding innovative ways to enhance operational efficiency. You'll own the communication and status updates, manage risks and dependencies, and leverage continuous improvement methodologies to identify areas for optimization.

You'll contribute to key organizational documents, influence decision-making with your data-driven insights, and mentor team members to develop their skills. Whether you're leading a roll-out, troubleshooting bottlenecks, or presenting to leadership, you'll be at the forefront of driving tangible improvements that transform the way we do business.

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!

Amazon offers a full range of benefits that 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

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.

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

• Bachelor's degree

• Certified Lean/Six-Sigma Green Belt

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

• Certified Lean/Six-Sigma Black Belt | Master Black Belt

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 $66,800/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.