This Manager role within the ACES group for Seller Support is an existing opportunity to apply your talent for process improvement that includes Big Thoughts on gaining efficiencies for scale. As Manager of a Paragon Workflow team, there is direct responsibility for delivering a product that is changing the way Amazon thinks about customer support. To date the team has designed 53 semi-automated workflows that reduce the need for Seller Support associate interactions by 60%. This product is now a hot ticket item and we need a Manager who can use lessons learned from a team of 9 Process Engineers to shorten our product design cycle while increasing customer satisfaction. The Manager of this Process Engineering team must use keen recruiting and hiring skills to maximize the array of skill sets and create an environment of trust, comradery and high standards. Change Management expertise will help keep the team working efficiently as they interface with Seller Programs that are constantly calibrated for accuracy and improved Seller Experience. Learning the way our 10,000 associates support 27 million Seller contacts each year, and contributing to our growth strategy is a key component of the role. Prior management experience in a customer service operations group would be very helpful. This role will require a solid background managing process excellence programs. Managing teams of process design and improvement professionals is an important pre-requisite. Candidates will also have to demonstration the implementation of high impact process improvements that support rapid growth. This role has a wide scope and the right fit is someone with effective communication skills, successful program management experience, a penchant for quality and the ability to manage a roadmap of various program deliverables while earning the trust of peers and stakeholders.
Bachelor’s Degree and 7+ years of experience with Process Improvement Programs, including 3+ years managing a team of Process Improvement professionals. Black Belt or other Process Improvement Certification
Master’s degree and background in creating programs to automate transactional processes.