Continuous Improvement Officer :
The Customer Service (CS) Amazon Customer Excellence System (ACES) ACES Continuous Improvement Officer will assist with and run 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.
The incumbent will also conduct process improvement projects, facilitate meetings, and facilitate training on process improvement concepts and techniques as appropriate.
This role reports directly to the ACES Manager.
Key Responsibilities :
Facilitates the execution of the WW ACES strategy through local management and support teams.
Coaches and trains local management, CS Associates and project teams on ACES concepts and methodologies.
Performs quantitative examination of key process indicators to identify opportunities for process improvement.
Demonstrates discretion in coordination of project scoping and selection to align with business goals.
Oversees segment of site project portfolio as assigned, assisting individual project managers with execution and delivery of results.
Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
Help drive site communication, including project updates and other initiatives through approved site communication plan.
Runs projects as assigned by manager.
Attend meetings as necessary to facilitate growth and network-wide parity.
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