Amazon Careers – Process Excellence Manager


Job Description:

Are you passionate about improving the quality of customer experiences? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the Selling Partner Support Operations Excellence team is looking for a Program Manager to manage programs that improve the customer experience of our third-party sellers.

Job Responsibilities:

  • Develop performance metrics to assist with driving business results
  • Develop and deliver content for cross-functional operational reviews with internal leadership
  • Continual, tactical communication with Stakeholders (Operations/Programs/Seller Services)
  • Collaborate with multiple departments including Operations, Seller Experience, Product, Market Place teams, and Operations to understand and quantify the impacts of key business decision and tradeoffs
  • Lead initiatives to identify and eliminate root causes of defects and opportunities to improve or simplify SOPs in order to drive efficiency in Seller Support operations
  • Ability to pull data and to perform ad hoc reporting and analysis as needed
  • Own KPIs and performance improvement initiatives in selling partner support

Qualification & Experience:

  • Experience of re-engineering projects
  • Experience with Lean, Six Sigma analytical techniques is a plus
  • Should be a certified black belt with at least 5+ completed projects
  • Previous experience in Quality or Process Improvement

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