Program Manager, Amazon Research and Configuration, Amazon Customer Excellence System (ACES)

The Amazon Research and Configuration (ARC) Program Manager (PM) manages the ARC Configuration at ACES MX. The ARC Specialist team supports the Amazon Customer Excellence System (ACES) SME team, Launch Teams, Amazon Fulfillment Technologies (AFT) Teams, and other operational teams with configurations and initiatives. ARC drives standardization and Dive Deep analysis across the North American Customer Fulfillment (NACF) network with the intent to improve processes and operations.

The ARC Program Manager is responsible for managing and improving everything configuration related within the MX network. They will partner with all ACES teams to drive and support network initiatives via configurations and develop standardization wherever and whenever possible. They are also responsible for driving network stability and standardization through configurations, helping to prevent configurations that can have a large negative impact on operations at a network level.

Key job responsibilities

1. Coordinate network configuration deployments/pilots
2. Scope/Execute large scale configuration changes across the MX network
3. Support Central Flow configurations
4. Support Subject Matter Experts (SME) Team(s) in process improvement initiatives
5. Provide operational insights to the ACES MX team
6. Effectively identify and communicate detailed technical issues
7. Escalate to management and site leaders when operations will be impacted by the teams configuration changes
8. Provide external teams with detailed barriers
9. Partner with management and site leaders to solve technical issues with optimal paths forward
10. Develop long/short term solutions for internal process gaps and/or barriers
11. Work a flexible schedule, including odd or long hours, as necessary
12. Handle multiple projects, deadlines, and stressful situations with minimal management oversight
13. Develop and run weekly standard reports for Operations of key operational metrics
14. Pullout/Extract information on demand by FCs
15. Assist ACES SMEs/PEs with Data Analysis
16. Creation of Live Dashboards with Key insights for Operations and ACES SMEs/Pes
17. Write and Publish SOPs/TWIs/Visual Aids required by ACES SMEs

A day in the life

ARC Specialist will be responsible for executing all Inbound/Outbound, including Central Flow/Quality Assurance configurations for Fulfillment Centers that are previously approved. The specialist should have a record of the executed changes. ARC will also provide Data analysis, dashboard creation, standard reports, and raw data for ACES SMEs.

Minimum Requirements

1. Completed Bachelor's Degree or 2+ years Amazon experience
2. 2+ years of experience in Project Management or Engineering
3. Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
4. Expertise in MS Excel / Macros
5. Expertise in Data Analysis and information clean up
6. English and Spanish proficiency
7. Degree in Engineering, Operations, Logistics or related field
8. Excellent oral and written communication skills
9. Expertise in SQL / Hubble / MySQL
10. Expertise in MS Access
11. Proficiency in Lean and Six Sigma
12. Strong analytical skills
13. Demonstrated record of execution in a large-volume business environment
14. Ability to lead at a strategic level and dive deep into business and technical domains
15. Expertise in Project Management tools

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