Customer Service

hace 2 semanas

San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo
Bachelor's degree or equivalent

  • Project management experience
  • Experience in leading broader, crossfunctional, continuous improvement projects that may or may not have global impact and demonstrate skillful usage of lean tools, project management skills, and continuous improvement cycles (DMAIC, Kaizen 6 step, etc.). Ability to generate and understand descriptive & inferential statistics and use them to effectively solve business problems.
  • Ability to translate complex statistical data into practical information/conclusions. Possesses an advanced understanding of the scientific method and mechanisms.
  • Experience communicating and presenting to groups
  • Ability to communicate effectively across a multitude of platforms with team members in European teams
  • Operates with considerable autonomy and discretion
  • Stakeholder Management skills
  • Proficiency with Microsoft Office products


As part of Amazon mission to be the most customer-centric company, the Amazon Customer Excellence System (ACES) Continuous Improvement Sr Expert, will assist with and drive continuous improvements of Customer Services processes for WW Customer Services within Device, Digital and Alexa Services D2AS.


This role reports to the CS ACES Exports & D2AS Program Manager and can be located in any of the Americas Customer Services sites.


Key Responsibilities:

  • Facilitates the execution of the WW ACES strategy for D2AS through CS management and support teams.
  • Develops mechanisms that produce a sustainable continuous improvement culture.
  • Coaches and trains CS management 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 segment of D2AS project portfolio as assigned, assisting individual project managers with execution and delivery of results.
  • Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
  • Help drive D2AS project communication, including project updates and other initiatives through approved communication plan.
  • Provide leadership on ACES project selection, scope, definition, and performance to ensure alignment with business strategy.
  • Collaborate and communicate with other WW ACES specialist on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
  • Attend meetings as necessary to facilitate growth and networkwide parity.
  • Manages projects as assigned by manager.
Key job responsibilities

Drives detailed discussions and high-level alignment. Produces clear, concise documents (e.g., A3s, narratives, PR/FAQs). Is clear and concise in verbal and written communication. Influences peers without authority. Communicates effectively in a toward culture.

Contributes to team and organization documents (e.g., project/program requirements and roadmap, status, tenets, MBR/QBR, OP1/OP2). Influences managers and peer teams without authority. Drives organizational documents (e.g. decision narratives, investment proposals, MBR/QBR, roadmaps, etc.) internally/externally. Owns customer engagement for major program issues. Designs program value propositions for large audiences, PR, Marketing, Sales. Higher levels require ability to communicate across an increasing diversity of areas. Chooses the communication vehicle based on the audience. Influences senior leaders within parent organization without authority. Drives organizational documents (e.g. OP1/2, etc.) internally/externally and organizational proposal documents. Influences peer organizations and departmental senior leaders without authority.

Owns a small program. Manages difficult and/or cross-functional projects/goals. Defines program requirements and drives team(s)/partners to meet goals. Accelerates progress by driving timely decisions. Able to spot risks, ask the right questions. Clears blockers, escalates appropriately. Makes trade-offs: time vs. quality vs. resources.

Moderate. Multiple team goals and program-related metrics. May impact a country or region.

A day in the life


You possess 2-5 years of experience with continuous improvement tools and methodologies, or a demonstrated ability of a competent level continuous improvement practitioner.

You have the ability to lead broader, cross-functional, continuous improvement projects that may or may not have global impact and demonstrate skillful usage of lean tools, project management skills, and continuous improvement cycles (DMAIC, Kaizen 6 step, etc.).

You have the ability to generate and understand descriptive & inferential statistics and use them to effectively solve business problems.

You have the ability to translate complex statistical data into practical information/conclusions. You possesses an advanced understanding of the scientific method and mechanisms.

Ab

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