*Role can be located at any Amazon Customer Service Site supporting Amazon Business. The Amazon Business (AB) Customer Service (CS) Process Improvement Kaizen Promotion Officer (KPO) will assist with and drive continuous improvements with CS processes, align local priorities with customer requirements and partner with the Worldwide CS ACES team to implement changes throughout the CS network for Amazon Business. The incumbent will also lead process improvement projects, facilitate meetings, and deliver training on process improvement concepts and techniques as appropriate. Key Responsibilities: · Facilitates the execution of process improvement strategy through local management and support teams for our AB NA servicing sites. · Coaches and trains local AB management, AB CS Associates and project teams on process improvement concepts and methodologies. · Performs quantitative analysis of key process indicators to identify opportunities for process improvement. · Demonstrates discretion in
· Experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts. · Project management experience. · Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels · Experience communicating and presenting to groups · Proficiency with Microsoft Office products · Previous or current relevant customer service leadership role experience. · Self-starter capable to taking initiative and working with minimal direction. · Strong communication