Customer Service Continuous Improvement Sr Expert

hace 1 semana

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

Bachelor's degree or equivalent post-secondary degree [external only]
- 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
- Experience communicating and presenting to groups
- Proficiency with Microsoft Office products
- Solid verbal and written communication skills in: Spanish, English & Portuguese (desired)

Job summary
The Customer Service (CS) Amazon Customer Excellence System (ACES) ACES Continuous Improvement (CI) Officer will assist with and run continuous improvements with CS processes, align local priorities with customer requirements and partner with the Worldwide CS ACES team to implement changes throughout the CS network. The incumbent will also conduct process improvement projects, facilitate meetings, and facilitate training on process improvement concepts and techniques as appropriate.
This role reports directly to the ACES Sr. Manager.

**Key Responsibilities**:

- Facilitates the execution of the WW ACES (CI) strategy through local management and support teams.
- Coaches and trains local management, CS Associates and project teams on ACES (CI) concepts and methodologies.
- Performs quantitative examination of key process indicators to identify opportunities for process improvement.
- Demonstrates discretion in coordination of project scoping and selection to align with business goals.
- Oversees segment of site 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 site communication, including project updates and other initiatives through approved site 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 specialists on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
- Flexible working with stakeholders from different time zones and geographies.
- Runs projects as assigned by manager.
- Attend meetings as necessary to facilitate growth and network-wide parity.
- Experience guiding and/or participating in structured process improvement activities such as Kaizen Events
- Experience managing a project portfolio.
- Lean Six Sigma Green or Black Belt Certification
- Mastery of SQL, SharePoint, Excel, Power Point, Word and Statistical package (e.g. JMP or Minitab)
- Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
- Advanced degree (technical or MBA) preferred
- Self-starter capable to taking initiative and working with mínimal direction.

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