Continuous Improvement PM, Amazon Customer Excellence Systems (ACES)

The WW Benchmarking is the owner for the Benchmarking Program for AMZL Last Mile Productivity. This program entails the setting of performance targets as well as leading the collection of best practices from best in class (BIC) sites, and implementation of governance mechanisms to ensure implementation of these BIC standards/best practices. From an analytical side, the WW Benchmarking manager will define and execute the analytical processes required to produce the targets all networks rely on. The candidate will manage an analytically-based initiative, notably coordinating technical and operational headcount. This role will require the Senior Program Manager to work with multiple organizations, and to prioritize a large number of requests.

Key job responsibilities

1. Target Setting: You will own the creation of accurate clusters of comparable sites for the region, identify statistically significant exceptions to apply to targets, and align VP level leadership for approval. This process will be done for OP1 and OP2 within the region. You will be measured off of execution to project timelines, improvement in customer SLA’s, and reduction YoY in time spent on exception cases.
2. Best Practices: As part of the global Best at Amazon program, you will be the single threaded leader of the program for intake, approval, implementation and quantification of best practices from MX and global network. The expectation is that you can build a framework for executing the program in the region with relevant support teams. This would be done across people, safety, cost, environment, quality, and DEA. The measurement of success is based off dwell time of requests, conversion rate of best practices submitted, and savings or bps improvement following implementation.
3. Governance: The expectation is that you take part in the regional governance mechanism for validating adherence to BIC standard work.
4. Travel: The role will require approx 20% travel.
5. Analyze data and dive deep into processes to derive insights for enhancing systems.
6. Ability to lead not only at the strategic level, but also tactically day-to-day by diving deeply into business and technical domains.
7. Set clear objectives for programs, leveraging data analytics to drive improvements and achieve metrics.
8. Serve as a trusted intermediary between global teams and local operations to ensure effective adoption of global standards.
9. Support process improvements, best practice sharing, and standardization across all Amazon Logistics processes using LEAN principles.
10. Measure and establish standard rates for standard work to be used for labor and capacity planning.
11. Provide metrics inputs that support compliance of standard work and that drives improvements in cost and quality.

Minimum Requirements:

1. Bachelor's degree.
2. 5+ years of experience defining and executing program requirements.
3. Speak, write, and read fluently in English.
4. Ability to deal with ambiguity and handle changing priorities with speed.
5. Excellent communication skills; ability to simplify complex topics for broad audiences.
6. Ability to operate at both a strategic and operational level.
7. Strong analytical skills paired with hands-on attitude.
8. Experience managing tasks with statistical, financial, strategic and operational analysis and modeling involving large data sets.
9. Ability to dig deep and develop innovative ideas for process challenges.
10. Excited about working in a diverse group and contributing to an inclusive culture.
11. Experience working with cross-functional teams in a dynamic environment.

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