Amazon

DESCRIPTION

Process Improvement Specialists would contribute to improving the customer experience by innovating and improving the existing processes, launching global programs, deriving customer insights and implementing solutions to address the gaps.

Key job responsibilities

• Works across team(s) to drive improvements to implement solutions for customer, cost savings in process workflow and performance metrics. Supports global projects and opportunities across the Returns org that are business critical.
• Supports from medium to large complex, cross-functional strategic projects and opportunities.
• Prioritizes projects and feature sets; evaluates and sets stakeholders expectations for WW marketplaces.
• Support and deliver implementation plans and works with stakeholders to pilot and test new solutions and then roll-out worldwide.
• Deliver multiple projects in program area or large, challenging projects that may involve multiple disciplines in a fast-paced environment to meet business and / or organization goals. Improves efficiency.
• Identifies and tackles hard problems (e.g., complex, ambiguous, undefined, have significant business or security risk), resolves issues and initiates corrective action as appropriate.
• Possesses relevant understanding and experience on processes and workflow.
• The role requires working from an Amazon facility for five days a week.

About the team

Resolutions Customer Experience (RCX) is team within WW RR&S that is dedicated to improve returns experience for our customers. We provide returns self-service on Amazon website/App for customers to choose from a wide selection of resolutions for any issues with their purchase. We use communication channels like emails, push notifications to keep customers informed of the progress on their return. Through these tools and the returns policies, we aim to delight our customers and increase their confidence in making a purchase decision.

We're looking for someone who has a passion for working in cross functional environment, strong communication skills (verbal & written) in addition to proven product management experience. Join us if you want the opportunity to make a big impact in a quickly growing team that can make a big difference in the customers' journey with Amazon.

BASIC QUALIFICATIONS

• Bachelor’s degree or higher.
• 5+ years of relevant experience in either business consulting, supply chain, transportation, logistics, retail, or similar field
• High analytical and rigorous approach to problem solving skills: able to produce, interpret and draw conclusions from data.
• Cross-functional project management experience.
• Skilled at gathering functional requirements and converting those into a realistic, detailed functional spec and project plan.

PREFERRED QUALIFICATIONS

• Master’s degree / MBA preferred.
• Certifications in Six Sigma and Lean.
• Prior experience as a Lean or Six Sigma mentor.
• Bachelor’s degree in Engineering, Operations, or related field.
• Experience with data visualization tools like Tableau and/or experience with SQL & QuickSight

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.