Strategic Operations Excellence Leader

hace 12 horas


San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Amazon Customer Excellence Services (ACES) aims to enhance customer experience by delivering operational efficiency and promoting a culture of Operational Excellence across the organization.

Job Summary

We partner with various organizations and business verticals, leveraging structured data-driven toolsets (Lean, Six Sigma, Analytics, ML, etc.) to reduce defects, eliminate waste, simplify/optimize processes, and stem revenue leakages.

As a Senior ACES Specialist, you will support site strategy execution by ensuring alignment with customer requirements and Global Finance ACES targets. You will act as a guardian of customer obsession and operational excellence at the Head Quarter 2 Finance Center and support specific continuous improvement projects from the Finance Costa Rica Site.

Key Responsibilities:

  • Support the execution of the WW FGBS ACES strategy through local management and partnership with other support teams (L&D, BA, HR, Controllership).
  • Cultivate and promote a culture of continuous improvement across the site.
  • Proactively perform quantitative analysis of key process indicators to identify and promote process improvement opportunities that deliver on cost reductions or improvement of key performance indicators.
  • Demonstrate discretion in coordination of project scoping and prioritization, in alignment to business objectives.
  • Oversee a segment of site project portfolio as assigned by the ACES Manager, ensuring project progress, guidance, mentorship, and benefits crystallization through completion.
  • Develop compelling communication plans to ensure all site projects status are widely informed across the site.
  • Act as a consultant for mechanism building for the site.
  • You will escalate and resolve systemic issues that represent roadblocks for process improvement and customer excellence, while providing resolution options.
  • Creative, outside of the box thinking should be part of your toolbox.
  • You will be a decision maker, acting as representative at local and global meetings/conferences, where network-wide projects are discussed.
  • Lead continuous improvement projects.
  • Manage the improve idea management mechanisms.
  • Conduct Six Sigma and Lean Trainings.

A Day in the Life

On a regular day, this role will be responsible for managing and leading a portfolio of SS Green Belt, Kaizen, or SS Black belt projects. You will also mentor SS Yellow Belt, 'Just Do Its,' or Replica projects, manage the improve idea management mechanisms, conduct Gemba Walks and value stream mapping to identify new project opportunities, and conduct Six Sigma and Lean Trainings to create a knowledge base across the center.

About the Team

Our team is dedicated to improving the customer experience by delivering operational efficiency and promoting a culture of Operational Excellence across Amazon. We leverage structured data-driven toolsets to reduce defects, eliminate waste, simplify/optimize processes, and stem revenue leakages.

Requirements

  • Mastery of SQL, SharePoint, Excel, PowerPoint, Word, and a statistical package (e.g., JMP or Minitab)
  • Self-starter capable of taking initiative and working with minimal direction
  • MBA or Master's Degree in related fields
  • Experience in Accounts Payable and Accounts Receivable domains - Portuguese as a third language


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