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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?

Key job responsibilities

• Meeting the goals and performance targets for the Consumer Service organization.

• Establish and execute upon the Value Stream Ownership program strategy.

• 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.

• Lead and assist Global Value Stream Ownership projects and large-scale Kaizen events.

• 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

Amazon offers a full range of benefits for 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!

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

Arlington, VA, USA | Austin, TX, USA | Nashville, TN, USA | Seattle, WA, USA

Basic Qualifications

• 5+ years of program or project management experience

• 5+ 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

Preferred Qualifications

• 5+ years of driving end to end delivery, and communicating results to senior leadership experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Master's degree

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. This position will remain posted until filled. Applicants should apply via our internal or external career site.