Continuous Improvement Expert

• 2 years experience in program or project management
• Experience using data and metrics to drive improvements
• 2 years of experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts
• Lean Six Sigma Green Belt

Job summary At Amazon, we cultivate and embrace a diverse employee population. We recognize that people with diverse backgrounds, experiences and perspectives fuel our growth and enrich our global culture. We strive to hire the world’s brightest critical thinkers, offering an environment in which they can relentlessly detect, design, and drive solutions to directly improve the Amazon Customer Experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity. Amazon's mission is to be the most customer-centric company in the world. Amazon’s Customer Service (CS) is world renowned with an ongoing remarkable growth trajectory supporting customers. CS spans physical, virtual (work from home) and outsourced sites spanning dozens of countries and is one of the largest customer service organizations in the world. The pace of innovation, launches, scale and complexity create huge opportunities, as well as a large volume of issues to manage. The Continuous Improvement Expert (CIE) is expected to draw from Lean Six Sigma/Six Sigma experience or similar expertise to define, measure, analyze, improve, and develop control processes for change management and process improvement engagements across the global organization. Leverages data insights to identify operational efficiency opportunities, solves for underlying root causes, and implements solutions that improve the Customer and Associate experience. Our team’s work has a direct impact on Customer satisfaction, Associate experience, and our ability to grow and scale as Amazon’s business continues to increase in complexity. Key job responsibilities • Analyze problems and design process improvement solutions • Select, collect, and Analyze data to find root causes of performance issues. • Assess process designs for gaps, non-value-added steps, and other impediments to efficient operation • Summarize analysis to report on key improvement opportunities to use for future state solution design • Create process maps, SOPs, and other solution design documentation • Create metrics to track benefits of improvement implementations • Perform change management activities including supporting the development of training and communications to support transition of improvement project changes. • Maintain progress and provide visibility into project activities to complete deliverables on time • Run meeting with project teams to communicate deadlines and identify issues and risks. • Maintain upkeep of project status using project tracking platform • Performs other duties and participates in special projects as assigned.