Description

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.

We measure success by how effectively we enable successful deliveries for customers and reduce the cognitive load on our associates. In this role, you will be responsible for associate support process optimization and governance with the goal of improving customer contact efficiency and customer experience, enabling successful deliveries, and reducing handle time.

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 in a largely virtual environment. 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, you will work across multiple teams in SDS to deliver results, including Operations, Product Management, Tech, Program Management, and Knowledge Management.

This role can be located in Seattle, WA, Nashville, TN or Arlington, VA

Key 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 statistical methods to test process improvement opportunities

• Develop and manage a roadmap of initiatives

• Influence others to adopt changes using data

A day in the life

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!

Amazon offers a full range of benefits that support 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

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Bachelor's degree

Preferred Qualifications

• 5+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• Bachelor’s Degree in in Engineering (any field), Operations, Business Administration

• Six Sigma Black Belt Certification

• Advanced knowledge of process mapping and engineering

• Basic to Advanced knowledge of SQL

• Comfortable working in a diverse group and contributing to an inclusive culture

• 3+ years’ experience in Customer Service or Operations

• Mathematically inclined with the ability to use both conventional and unconventional sources of data

• Advanced Excel skills

• Excellent verbal and written communication skills

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 $104,100/year in our lowest geographic market up to $185,000/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.