Amazon Customer Excellence - Sr. Manager M/F

Amazon ,
London, Greater London
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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. The Transaction Risk Management Systems (TRMS) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com. We have investigators globally who investigate fraudulent transactions. Not only do we protect all aspects of the Amazon shopping experience, we also deliver services to large and small merchants hosted on the Amazon platform. In addition, we work towards minimizing the risk associated with new initiatives. The Six Sigma ACES Sr. Manager will be responsible for driving global strategy and initiatives/process improvement programs focused on reducing cost by improving efficiency, reduce volume and Turn around time in Program and Improve Customer experience. Expectation from the role is to gain a deep understanding of function and work with all critical stakeholders to drive process and technology improvements. This position requires leadership ability to facilitate and guide the application of Amazon Customer Excellence methods to process optimization as well as the ability to teach those methods to other managers and associates, in order to foster a culture of continuous improvement. Key responsibilities associated with this position include the following: 1. Program Management: a. Demonstrate strong knowledge of improving processes through Six Sigma / Lean/ methods and can perform complex Analysis when exposed to unstructured and structured data b. Lead, design, development and deployment of functional world-wide Excellence strategy c. Work with leadership team to drive critical business initiatives. d. Develop, implement and govern KPIs reporting for the portfolio providing visibility to the milestones and performance across all projects. e. Drive and influence multiple stakeholders on project improvement opportunities f. Establish and continually improve the consistency, predictability and efficiency of the Customer Excellence project delivery by providing leadership and sharing best practices. g. Manage multiple projects requiring frequent communication, organization/time management and problem solving skills. h. Demonstrate discretion in coordination of project scoping and selection to align with business objectives. I. Communicate across all levels on project and program progress. J. Perform general duties to support and improve the Customer Excellence program locally and globally 2. Process Improvement: a. Lead business critical high impacting projects for the vertical and ensure they are delivered within planned timelines and with expected output. b. Support project teams/team members to improve processes, provide project intervention and coaching, etc. c. Drive continuous improvement culture through delivery of content and training on Lean Six Sigma, Continuous Improvement Cycle, Root Cause Analysis, etc. d. Monitor the training and professional development of team members, looking for opportunities to strengthen their skills or acquire new ones. NB: This role is Maternity Leave Cover

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