• Continuous Improvement Specialist

    Location UK-Edinburgh
    Posted Date 3 months ago(26/04/2018 14:34)
    Job ID
    Amazon UK Services Ltd.
  • Job Description

    *Role can be located in Luxembourg, Edinburgh, or Cork

    The Amazon Business (AB) Customer Service (CS) Process Improvement Kaizen Promotion Officer (KPO) will assist with and drive continuous improvements with CS processes, align local priorities with customer requirements and partner with the Worldwide CS ACES team to implement changes throughout the CS network for Amazon Business. The incumbent will also lead process improvement projects, facilitate meetings, and deliver training on process improvement concepts and techniques as appropriate.

    Key Responsibilities:
    • Facilitates the execution of the process improvement strategy through local management and support teams for our AB EU servicing sites.
    • Coaches and trains local AB management, AB CS Associates and project teams on process improvement concepts and methodologies.
    • Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
    • Demonstrates discretion in coordination of project scoping and selection to align with business objectives.
    • Oversees segment of site project portfolio as assigned, assisting individual project managers with execution and delivery of results.
    • Audits completed projects to verify sustained impact and partners with Financial Controllers to validate impact.
    • Help drive site communications, including project updates and other initiatives through approved site communication plan.
    • Manages projects as assigned by manager.
    • Attend meetings as necessary to facilitate growth and network-wide parity.

    Basic Qualifications

    • Experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.
    • Project management experience.
    • Bachelors Degree
    • Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels
    • Experience communicating and presenting to groups
    • Proficiency with Microsoft Office products
    • Previous or current relevant customer service leadership role experience.
    • Self-starter capable to taking initiative and working with minimal direction.
    • Strong communication verbal and written communication skills.

    Preferred Qualifications

    • Bachelor's degree from an accredited program or 5+ years previous Amazon experience.
    • Previous experience in a B2B environment
    • Experience leading and/or participating in structured process improvement activities such as Kaizen Events
    • Experience managing a project portfolio.
    • Lean Six Sigma Green or Black Belt Certification
    • Mastery of SQL, SharePoint, Excel, Power Point, Word and Statistical package (e.g. JMP or Minitab)
    • Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
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