Website Amazon Media Group (AMG)
DESCRIPTION
Work hard. Have fun. Make history.
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.
The Program Manager is an innovative, results driven professional with a strong continuous improvement background who will build a continuous improvement culture within Amazon’s Advertising Operations at our BLR site. This position will lead process improvement in our award-winning ACES (Amazon Customer Excellence System), Amazon.com’s innovative program for driving process and customer experience improvement. ACES brings together the tools of Lean, Six Sigma, technology, and Amazon’s customer-obsessed culture, to drive continuous customer experience improvement.
This is an individual contributor reporting to the site leader and matrixed to a highly collaborative global PM team. The Program Manager must exercise strong judgment in the identification and execution of strategic improvement plans.
This position requires a candidate with the proven leadership ability to facilitate and guide the application of Lean and other quality methods with impeccable quality levels in an organization with explosive growth. This leader must influence, motivate and lead others to meet the challenges in a highly customer-centric operational environment. This leader is also responsible for teaching managers and associates in ACES process thinking and application of Lean tools.
Core Responsibilities Include:
– Create and drive a continuous improvement culture through visible hands-on leadership.
– Launch Gemba and Kaizen
– Mentor and develop operational leaders and their teams.
– Provide Strategic vision for the ACES program by identifying and prioritizing where and how we adapt and invest.
– Drive tactical execution of key initiatives building and managing the road map to achieve the ACES and site leader vision.
– Act as an internal resource for the principles of lean and process excellence working closely with corporate partners on network solutions..
– Provide the right metrics to measure process quality and productivity, providing meaningful feedback to the technology and business teams.
– Review and analyze customer defect data with development of corresponding countermeasures.
– Guide operations business teams in their ability to develop and execute daily, weekly, and monthly action plan that increase quality and customer experience.
– Educate managers and associates in the positive correlation between customer experience, productivity and ACES implementation.
– Gain consensus to push change forward while keeping variation between sites to a minimum.
– Establish a partnership with senior business leaders to develop and lead the continuous improvement strategy across multiple global sites.
– Provide leadership on ACES project selection, scope, definition, and performance to ensure alignment with business strategy
– Collaborate and communicate with other global ACES leaders on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
– Champion Standard Work based on Lean principles despite the pressure to deviate regardless of the direction from which it comes.
BASIC QUALIFICATIONS
Basic Qualifications:
– Bachelor’s Degree required. Technical (Math, Engineering, Computer Science) focus preferred
– 5+ years’ experience in project management and facilitation of process improvement initiatives across business operations and technology
– Experience implementing GEMBA and planning and facilitating Kaizen
– 5+ years’ experience instructing executives, managers, and associates on Lean methodologies
– Must be willing to travel as necessary, up to 20%
– Lean/Six Sigma Black belt certification
– Decisive, confident, and experience with influencing others
– Strong sense of urgency and personal commitment
– Experience communicating goals and strategies across multiple leadership levels of an organization
PREFERRED QUALIFICATIONS
Preferred qualifications:
– Masters degree preferred
-Advertising Experience
-Applied knowledge of measurement, statistics and program evaluation
– Experience with Innovation programs, gathering functional specifications, and SQL.
– International experience preferred