The Technical Account Management Amazon Customer Excellence Systems Kaizen Promotion Officer role (TAM ACES KPO) will continuously improve our Seller Support processes and services, and implement changes throughout the network.

Position Responsibilities

Executing:

• High priority (i.e. cross functional, high impact) Kaizen events and DMAIC projects
• General duties to support and improve the TAM ACES program locally and globally as part of WW TAM ACES

Facilitating:

• Execution of WW TAM ACES Strategy
• Creation and maintenance of local “ACES Issues Pipeline” (list of all currently known seller impacting process issues identified by VOC or VOA)
• Review, prioritization and categorization of global “ACES Issues Pipeline” entries and  improvement project opportunities, identified on Amazon Services owned websites (i.e. Help Pages, Seller Central, and YUMA)
• Local project pipeline consisting of regular scheduling of new projects - with local resources assigned - by HQ and local management, including NPT (Non Production Time) planning and preliminary impact/benefit calculations
• Improvement phase of local projects (project team soliciting SDE input & feedback, preparing IT development requests for IT sprint, and checking for relevant “off the shelf” solutions from internal and external sources)
• Evaluation of completed projects from WW TAM ACES for local relevance by local management team, make recommendations, and support implementation

Coaching & Training

• Local management and associates on ACES philosophy & methodologies
• Assigned project teams on application of proper process improvement and project management methodologies / act as a local resource
• Local ACES Apprentices (second year)

The ideal candidate will have a proven track record of being:

• Passionate about Customers
• A fast, clear and independent thinker
• Metrics & number savvy
• Naturally curious about how things work
• Never satisfied with the status quo
• Courageous (willing to stand up for their ideas within appropriate guidelines)
• Idealistic, highly ethical and respecting confidences
• Successful in following-up and getting things done
• Good at listening

The ideal candidate will have shown concrete evidence in his/her career for having a(n):

• Analytical Mindset
• Desire to make things around him-/herself better
• Ability to see the big picture/whole system and execute on grass root level
• Success in implementing technical projects
• Eye for details (ability to see differences in things that are similar and similarities in things that are different)
• Outstanding facilitation, communication & presentation skills
• Ability to lead people/teams without formal responsibility
• Ability to interact and quickly build rapport with employees of all levels from CEO to Associate
• Ability to excite others about what you (want them to) do
• Ability to thrive in a fast-paced and ever changing Service environment
• Strong computer experience in Microsoft Office suite products

Qualifications

We desire (prior):

• Kaizen event experience
• Data mining experience via SQL DB queries, etc
• Statistical analysis experience using a statistical software package, such as JMP or Minitab
• Lean Six Sigma Green Belt or Black Belt certification
• Bachelors degree, advanced degree (technical or MBA) preferred