Continuous Improvement & Strategy Manager, Amazon Customer Excellence Systems (ACES)

Description

The Amazon Customer Excellence System (ACES) Manager leads the ACES Field Team in Amazon Logistics (AMZL) in Mexico, working to be the most customer‐eccentric company on earth. To get there the ACES Manager directly supports Regional Directors with subject‐matter expertise, assists in identifying root causes, and takes a leadership role in the rollout of projects, new processes, and continuous improvement.

This role partners with internal and external program management and technical teams and builds relationships with colleagues across delivery stations, tech, and support teams. It is both a collaborator focused on implementing network‐wide initiatives and the primary quality partner for Operations Regional Directors. Success requires analytical skills, a data‐driven outlook, strong communication, proven leadership, and mobility to support stations with a minimum of 100% onsite attendance weekly.

Key Job Responsibilities

• Work across team(s) and Ops organization at country, regional, and / or cross‐regional level to drive improvements and enablers for customer, cost savings, process workflow, systems configuration, and performance metrics; lead projects and opportunities across the Operations (FCs, Sortation, logistic centers, Supply Chain, Transportation, Engineering, etc.) that are business critical and may be global.
• Lead medium to large complex, cross‐functional strategic projects and opportunities.
• Prioritize projects and feature sets, evaluate and set stakeholder expectations for Amazon's marketplace at country, regional, and / or cross‐regional level.
• Write clear and detailed functional specifications based on business requirements and review business cases.
• Apply rigorous problem‐solving approaches.
• Interpret large data sets with strong analytical skills.
• Perform supporting research and analysis, and drive the product (project, processes / deliverables) development schedule from design to release.
• Structure and develop implementation plans and work with Ops leaders to pilot and test new solutions, then roll them out across the broader Ops organization at country / cross‐country and / or cross‐regional level.
• Act as a credible business partner to Amazon's Operations network.
• Manage critical relations with external partners (e.g., vendors) and contractors from the initial phase of a project to its execution.
• Demonstrate strong hands‐on project and operations management.
• Demonstrate strong ownership of any part of projects; possess a combination of practical and intellectual skills and an ability to shift and adapt to different tasks that vary between complex analyses and hands‐on project and operations management.
• Possess relevant understanding and experience of operational processes and workflow; dive deep in the operational process to correct under‐performing parts and act as a troubleshooter.
• Provide technical / operational guidance to teams, managers, and field personnel on projects or parts of medium to large projects and processes.
• Consult on the operation model; for higher levels, be considered a formal owner of the operation model.
• Travel expectations up to 40% to Mexican Delivery Stations.

Basic Qualifications

Preferred Qualifications

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