In this role you will be responsible for responsible for driving process improvement as a part of the Amazon Customer Experience System (ACES) team. You will support Amazon’s Customer Service Mission Statement (\\\\\\\\\\\\\\\\\\\\\\\\\"timely, accurate, and professional\\\\\\\\\\\\\\\\\\\\\\\\\") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and technical skills.

Key responsibilities include:

• Executing high priority (i.e. cross functional, high impact) Kaizen events and DMAIC projects
• General duties to support and improve the CS ACES program locally and globally as part of WW CS ACES
• Facilitate the execution of WW CS ACES Strategy by local management
• Creation and maintenance of all currently known customer impacting process issues identified locally (ACES Issues Pipeline)
• Review, prioritization and categorization of local ACES Issues Pipeline entries and improvement project opportunities
• Local project pipeline consisting of regular scheduling of new projects - with local resources assigned - by HQ and local management, including NPT (Non Production Time) planning and preliminary impact/benefit calculations
• Improvement phase of local projects (project team soliciting software engineer input & feedback, preparing IT development requests for IT sprint, and checking for relevant “off the shelf” solutions from internal and external sources)
• Evaluation of completed projects from WW CS ACES for local relevance by local management team, make recommendations, and support implementation
• Coaching & Training local management, Associate and project teams on ACES philosophy & project management methodologies

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 and has an analytical mindset. This person will need an ability to see the big picture/whole system and execute on grass root level to improve the overall network. Additionally, they 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.

Basic Qualifications

• Bachelor’s degree
• Experience in communicating & presenting to groups
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