Process Improvement Specialist, HR Contact Center

3+ years experience in program or project management
- Experience using data and metrics to drive improvements
- Experience working cross functionally with tech and non-tech teams

Job summary

Amazon’s Employee Services (ES) Employee Resource Center Disability Leave Services (ERC DLS) team is looking for an exceptionally motivated, talented and experienced Process Improvement Specialist with a strong customer obsession to support our Operational Excellence Program. In this role, you will work in a team supporting ERC DLS and Benefits with the responsibility for continuous improvement of all our core and ancillary processes to provide a fanatical customer experience through our Virtual Call Centers supporting worldwide Amazon employees (Amazonians). You will work closely with the regional and global leaders to play a key role in improving the operational performance and employee experience. Additionally, the role requires you to be a strategic leader with strong people management skills, senior stakeholder relationship skills, and proven organizational abilities.

Key job responsibilities
- Gather essential Voice of the Customer (VOC) feedback to determine and execute on improvement opportunities and initiatives.
- Determine and facilitate Kaizen sessions and execute on Gemba walks to deliver improvement results.
- Obtain, consolidate, create, and maintain process maps for ERC DLS and our business partners and functions to understand our process landscape and metrics and ways to improve.
- Drive and set the standard for continuous improvement across operations teams, drive automation efforts across various programs that become Amazon best practices.
- Respectively challenge the status quo and determine if it can be improved.
- Use data driven approaches that measure continuous improvement and the quality of our services and processes via automated reporting.
- Experience in building continuous improvement metrics and effectively engaging with stake holders to set and drive quality goals.
- Shift through competing priorities and complex requirements to clarify and solidify the continuous improvement roadmap.
- Drive regional ERC DLS process optimization to fully exploit the technology and non-technology solutions while balancing the business need for flexibility and appropriate localization.
- Advanced degree in a quantitative field or MBA.
- Six Sigma Black Belt, Project Management Professional (PMP) and/or Agile Certification.
- Experience working with geographical diverse teams is a plus.
- 3+ years of experience in HR Contact Center and/or HR back-office operations.
- 3+ years of experience managing teams.
- Strong strategic aptitude; proven ability to define the right business strategy and develop the product roadmap to deliver it.
- Successful record of building, improving and running quality/operational business processes globally, ability to drive program effectiveness and high levels of customer satisfaction.
- Strong organizational skills with demonstrated ability to manage multiple high-complexity projects.
- Ability to interface with management and peers, specific strength in influencing decision makers and managing expectations.
- Able to work with sophisticated analysis, assess and mitigate risk, forecast both long and short-term outcomes, and anticipate and navigate scenarios in a complex business environment to deliver results.
- Experience defining program requirements and using data and metrics to determine improvements.
- Proven ability to identify, analyze, and solve ambiguous problems independently with an extreme attention to detail.
- Exceptional analytical skills, comfortable working with large amounts of data and communicating data findings. Able to analyze the root causes and efficiently eliminate the problem.
- Consistent delivery on commitments - great organizational skills with exceptional follow through.
- Green Belt certification, or similar (Lean, Agile, CAPM, etc.).
- 1+ years of experience in HR Contact Center and/or HR back-office operations.
- 3+ years of experience delivering cross functional projects with tangible impact to business.
- Excellent written and verbal communications skills - English.