ACES Manager
Location: Kennewick Washington
Description: AMZN.wacs, Inc is hiring ACES Manager right now, this occupation will be placed in Washington. Further informations about this occupation opportunity kindly see the descriptions. The Customer Service (CS) Amazon Customer Excellence System (ACES) Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. This role reports to the Senior CS Site Leader or General Manager, working closely with the WW CS ACES team as well as all levels of management within the organization.
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 ACES strategy through local management and support teams.
Leads and supports process improvement projects at the network level that may have a global impact.
Coaches and trains management, CS 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 with execution and delivery of results.
Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
Represent site’s needs in other teams’ prioritization processes (e.g. gathers requirements, builds case, and partners with software teams to deliver improvements).
Performs general duties to support and improve the CS ACES program locally and globally as part of WW CS ACES.
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.
Basic Qualifications
Basic Qualifications:
Bachelor's degree or equivalent post-secondary degree
Minimum of 5 years or equivalent experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.
Project management experience.
Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels
Strong communication verbal and written communication skills.
Experience communicating and presenting to groups
Self-starter capable to taking initiative and working with minimal direction.
Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
Preferred Qualifications
Preferred Qualifications:
Experience managing a project portfolio.
Six Sigma Green or Black Belt or Lean Certification
Mastery of SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)
Advanced degree (technical or MBA) preferred
** For more information on career opportunities with Amazon Customer Service, please visit http://amazon.com/csjobs **
Amazon is an Equal Opportunity Employer.
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If you were eligible to this occupation, please email us your resume, with salary requirements and a resume to AMZN.wacs, Inc.
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This occupation starts available on: Sun, 08 Jul 2012 06:09:41 GMT