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

Overview

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. The ACES Manager directly supports Regional Directors with subject matter expertise, assists with identifying root causes, and leads 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. To be successful, you need analytical skills and a data-driven outlook, strong communication, proven leadership, the ability to navigate ambiguity in a fast-paced environment, and the ability to prepare and present detailed data-driven business reviews to senior management. Mobility to be onsite at stations you support and a minimum of 100% onsite attendance weekly in station are required.

Key job responsibilities

• Works across teams and the Ops organization at country, regional and cross-regional levels to drive improvements and enable solutions for customer satisfaction, cost savings in process workflow, systems configuration, and performance metrics. Leads projects and opportunities across Operations (FCs, Sortation, logistic centers, Supply Chain, Transportation, Engineering, etc.) that are business critical and may be global in nature.
• Leads medium to large complex, cross-functional strategic projects and opportunities.
• Prioritizes projects and feature sets; evaluates and sets stakeholder expectations for Amazon’s marketplace at country, regional and cross-regional levels.
• Writes clear and detailed functional specifications based on business requirements and writes and reviews business cases.
• Applies a rigorous approach to problem solving and demonstrates highly analytical skills to interpret large data sets.
• Performs supporting research and analysis, and drives the product (project, processes / deliverables) development schedule from design to release.
• Structures and develops implementation plans and works with Ops leaders to pilot and test new solutions and then roll out across the broader Ops organization at country / cross-country and / or cross-regional levels.
• Serves as a credible business partner to Amazon’s Operations network and manages critical relations with external partners (e.g., vendors) and contractors from project initiation to execution.
• Demonstrates strong hands-on project and operations management and ownership of project components, adapting to various tasks that range from complex analyses to hands-on management.
• Possesses relevant understanding and experience of operational processes and workflows; can dive deep to correct under-performing parts and acts as a troubleshooter.
• Provides technical / operational guidance to teams, managers, and field personnel on projects or parts of medium to large projects and processes.
• Is consulted regarding operation model and, for higher levels, is considered a formal owner of the Operation model.
• Travel expectations will be up to 40% to MEX Delivery Stations.

Qualifications

EEO and accommodations

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit the accommodations information page for more information. If the country / region you’re applying in isn’t listed, please contact your Recruiting Partner.

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