Program Manager – Process Engineering | Amazon.com Services LLC | 68,352 reviews

Local Jobs Amazon.com Services LLC in Software Development
  • United States, 68,352 reviews View on Map
  • Post Date : January 14, 2021
  • Apply Before : February 13, 2021
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Job Description

  • Advanced knowledge of DOE methodology or 5+ years’ experience with Lean Six Sigma/continuous improvement
  • Advanced knowledge of process mapping and engineering
  • Mathematically inclined with the ability to use both conventional and unconventional sources of data
  • 3+ years’ experience in Customer Service or Operations
  • Advanced Excel skills

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service team is an essential part of that mission. We hire the world’s brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity. We’re making history and the good news is, we’ve only just begun.

Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers. Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers.

The critical quality metric for SDS is Delivery Success Rate (DSR), which we use to assess if our support resulted in a successful delivery. In this role, you will be responsible for designing and improving associate support processes with the goal of improving DSR. A successful candidate will have exceptional attention to detail, be data oriented, possess the ability to manage multiple projects simultaneously, and be able to synthesize multiple inputs to identify an optimal process flow. You will utilize Design of Experiments (DOE) methodology to test process changes and use multiple sources of data to validate the results. After identifying a process improvement the improves DSR, you will work across multiple teams in SDS to deliver results, including Operations, Product Management, Tech, Program Management, and Knowledge Management.

Job Responsibilities

  • Use multiple data sources, including tool instrumentation, process compliance, or others, to identify improvement opportunities
  • Deep dive process flows and develop process maps to understand the current state
  • Work with a cross-functional group of stakeholders to plan changes
  • Utilize DOE methods to test process improvement opportunities
  • Develop and manage a roadmap of initiatives
  • Influence others to adopt changes using data

Amazon.com is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

  • Bachelor’s Degree in in Engineering (any field), Operations, Business Administration
  • Basic to Advanced knowledge of SQL
  • Cross-functional project management experience
  • Excellent verbal and written communication skills

 

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