• 5 years of working cross functionally with tech and non-tech teams experience
• 5 years of team management experience
• 5 years of cross functional project delivery experience
• 5 years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements
• Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
• 5 years of lean/six sigma project delivery experience

Are you passionate about driving process improvements with impact to global programs and customers? Do you like to develop relationships with cross-functional teams with the goal of creating customer centric solutions that drive measurable results? Are you a self-starter and open to learning through working hands-on with minimal direction? ? Do you thrive on leading top-tier talent leading global continuous improvement efforts?
Key job responsibilities
Key Responsibilities:

• Responsible for the achievement of Consumer Service organization goals and performance targets.
• Establish and execute upon the Value Stream Ownership/Continuous Improvement program strategy.
• Perform quantitative analysis of key process indicators to identify and prioritize Consumer-related process improvement opportunities (eliminate waste).
• Partner with Consumer Operations leadership, CS support teams, and Amazon business partners to gain buy in and support to implement solutions.
• Lead and support Global Value Stream Ownership/Continuous Improvement projects and large-scale Kaizen events.
• Oversee Consumer project portfolio, mentoring and supporting individual project leaders through project life cycle
• Maintain clear communication with internal/external stakeholders across all levels on program and project progress.
• Ensure process improvement opportunities are solved at-scale and identify replication opportunities, as applicable.
• Coach and teach to the practical application of Lean/Six Sigma methodologies such as value stream mapping, kaizen, process mapping, data collection, waste analysis, inferential statistics, hypothesis testing (Minitab) and design of experiments.

A day in the life
The Worldwide Customer Service (WWCS) Senior ACES Manager leverages data insights to identify operational efficiency opportunities, solves for underlying root causes, and implements solutions that improve the Customer and Associate experience. The WWCS ACES team engages with key business stakeholders across Amazon with the goal of connecting our Customers with Associates that are equipped and empowered to resolve their issue upon first contact, eliminating waste in our process and across our value streams. Our team’s work has a direct impact on Customer satisfaction, Associate experience, and our ability to grow and scale as Amazon’s business continues to increase in complexity.
Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
We are open to hiring candidates to work out of one of the following locations:
Austin, TX, USA | Nashville, TN, USA | Seattle, WA, USA

• Experience managing, analyzing and communicating results to senior leadership
• Certified Lean Six Sigma Black Belt / Master Black Belt

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $101,800/year in our lowest geographic market up to $189,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.