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Amazon
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London, Greater London
Business Improvement Manager
Overview
Job Description
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. Risk and Compliance Operations (RCO) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com. The RCO Team is seeking a Quality Transformation Program Manager II who is passionate about customers, thinks globally, leads and owns initiatives to reduce RCO manual investigation defects and enhance Customer Experience. Key responsibilities Key responsibilities associated with Quality Transformation Program Manager include the following: Program Management: 1. Development and deployment of Function(s) Level Defect identification and reduction strategy 2. Works with GPO/Ops/Business/tech/other stakeholders to define and deploy critical business initiatives and business processes related to defect reduction. 3. Develops, implements and governs Defect KPI reporting for specific functions within the vertical, providing visibility to the milestones and performance across all functions. 4. Creates clear and actionable solution plans for short and long term to address top defect drivers along with quantified impact 5. Tracks, monitors and ensures end to end implementation of solutions with relevant stakeholders 6. Serves as primary escalation point for defect reduction within the function(s); owns and tracks issues to ensure that they are addressed, documented, and resolved. 7. Facilitates discussions and resolves conflict within other teams and stakeholders. Process Improvement: 1. Leads/plan Root Cause Analysis Exercise (s) / other deep dives / data analysis using fact/data using problem solving techniques like Lean Six Sigma to understand the true root causes 2. Develops innovative solutions that improve program's performance and uses cost-benefit analyses in decision-making. 3. Uses data to analyse the pre and post improvements and to quantify impact of solutions. 4. Performs critical thinking and problem solving - evaluating alternatives, and identifies solutions using systematic, multi-step approaches. 5. Drives continuous improvement culture through coaching and training on Lean Six Sigma, Continuous Improvement Cycle, Root Cause Analysis, etc.