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Job Description
ACES (Amazon Customer Excellence System) is Amazon Operation’s culture of continuous improvement. As a strategic partner for contact center leadership, the Seller Support ACES Kaizen Promotion Officer role (Seller Support ACES KPO) will continuously improve our Seller Support processes and services by driving high impact improvement projects as well as daily process improvement activities. This role will support contact center locations in Istanbul and Cairo.
Position Responsibilities
- Support and improve the Seller Support ACES program as part of worldwide network of Kaizen Promotion Officers (KPO)
- Work within KPO network to develop delivery standards for Lean and Six Sigma methodologies.
- Oversee intake mechanisms to identify and disposition continuous improvement ideas from contact center staff
- Support site leadership in strategic planning. Deliver data and analysis to help prioritize projects and initiatives.
- Own and manage the Site Gemba quality system, which includes (but is not limited to) daily Gemba walks, Fix-It meetings, deliverables tracking and monitoring.
- Teach and mentor site staff to understand and carry out the components of a continuous improvement program.
- Lead data collection, time studies, and other data analysis as part of continuous process improvement efforts
- Oversee pipeline and ongoing docket of process improvement projects.
- Coach project resources on relevant tools and methods for discovering and implementing process improvements.
- Participate in the creation and maintenance of Paragon Workflows. Adapting process improvement solutions to the semi-automated workflow environment.
- Track Paragon workflow issues and work with Paragon Workflow management team to resolve issues and make improvements.
- Remove barriers that prevent contact center staff from effectively using Paragon Workflows.
- Monitor adoption of paragon workflow and develop initiatives to improve adoption rates.
Proven track record of being:
- Passionate about Customers
- Good at listening
- Naturally curious about how things work
- Never satisfied with the status quo
- Courageous (willing to stand up for their ideas within appropriate guidelines)
- Successful in following-up and getting things done
- Analytical problem solver
Job Requirements
BASIC QUALIFICATIONS
- 1+ years of experience in KPO, ACES or Process Improvement roles
- Proven proficiency knowledge of MS Office package in resume
- Demonstrated experience implementing technical projects and managing high impact projects
- Proven analytical problem solver and reporting
- Demonstrated ability to lead people/teams without formal responsibility
- Proven strong stakeholder management in all levels
- Ability to thrive in a fast-paced and ever changing Service environment
PREFERRED QUALIFICATIONS
- 2+ years of experience leading and/or participating in structured process improvement activities such as Kaizen Events
- 3+ years of project management experience.
- Outstanding facilitation, communication & presentation skills
- Ability to see the big picture/whole system and execute on grass root level
- Experience managing a project portfolio
- Lean Six Sigma Green or Black Belt Certification
- Mastery of SQL, SharePoint, Excel, Power Point, Word and Statistical package (e.g. JMP or Minitab)
- Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
- Self-starter capable to taking initiative and working with minimal direction.
