Amazon.com Seller Support ACES KPO (ORK) in Cork, Ireland
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.
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.
Lean/Six Sigma or Six Sigma Black Belt certification
3-5 years Experience with the following:
High Impact project management
Data mining and analysis, business information reporting
Outstanding facilitation, communication & presentation skills
Ability to see the big picture/whole system and execute on grass root level
Success in implementing technical projects
Ability to lead people/teams without formal responsibility
Ability to interact and quickly build rapport with employees of all levels from CEO to Associate
Ability to thrive in a fast-paced and ever changing Service environment
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
Data mining experience via SQL DB queries, etc
Statistical analysis experience using a statistical software package, such as JMP or Minitab
Call Center experience a plus.
AMZR Req ID: 557728
External Company URL: www.amazon.com