PSAS ACES Program Manager (SPRO) Amazon
Seattle, WA

Job Description

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

Summary of Responsibilities

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you're looking for!

The Partner Solutions and Support (PSAS) Amazon Customer Excellence System (ACES) Program Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. He or she fosters a culture of continuous improvement, providing thought leadership to and influencing change at all levels in the organization. This role reports to the ACES Sr. Manager, working closely with the WW PSAS ACES team as well as all levels of management within the organization. The role manages the portfolio of continuous improvement projects focused on delivering results to Selling Partner Risk Operations' quality and efficiency goals.

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. 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.

Key Responsibilities:

* Facilitates the execution of the WW PSAA ACES strategy through program teams, local site management and support teams.
* Leads and supports process improvement projects at the network level that have a global impact.
* Coaches and trains management, SPRO Investigators, SPS 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 site project portfolio, assisting Kaizen Promotion Officers and individual project managers and program managers with execution and delivery of results.
* Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
* Communicates across all levels on project and program progress.
* Facilitates and participates in meetings as necessary to facilitate growth and network-wide parity.
* Manages and develops direct reports as appropriate.
* Performs general duties to support and improve the PSAS ACES program locally and globally as part of WW PSAS ACES