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Program Manager, ACES


London, United Kingdom


Amazon opened its virtual doors in 1995 and strives to be the world’s most customer-centric company, where customers can find and discover anything they might want to buy online.

Are you passionate about finding process improvements with impact to global programs and customers? Do you like to develop relationships with cross-functional teams with the goal of creating customer-centric solutions that drive measurable results? The European Sort Center ACES Team is looking for a UK based Program Manager with a strong background in finding, creating, and implementing process improvements using various methods, including Lean/Six Sigma methodologies.

The ACES Program Manager role is to support the continuous improvement of the European Sort Center operations, reporting to EUSC ACES Program Manager. The ACES (Amazon Customer Excellence System) Program Manager will work with multiple stakeholder teams to find areas of opportunity to reduce defects or costs within current processes, find solutions, and implement the improvement. Working closely with Engineering, Technology, Transportation and Operations teams, the EUSC ACES team ensures that innovation projects are delivered, operational standards are applied, performance is constantly benchmarked against challenging targets, best practices are replicated across Sort Centers and the overall EUSC performance bar is constantly raised.

· Drive Process, Safety and Security Standardization in the UK
· Support Retail Strategy by supporting SC related Retail project implementations
· Support UK Network Strategy by providing Sort center launch and expansion support through standard process definition and implementation in close contact to EU Process Owners
· Lead UK SC ACES, driving improvement plans aligned to OP2 business goals, providing method and skills for high quality process improvement, and promote Kai-Zen as a new Change spirit involving all levels of the organization
· Establish EU and global ACES process standardization in the UK
· Implement standard training curriculums for LeanSixSigma working closely with the EU ACES organization
· Establish Standardizations for Safety and Security through the help of a local Safety and Security expert on the UK ACES team. Focused on reporting, communication and tracking process.
· Manage all high level UK projects and chair the weekly network review meetings for these projects
· Organize ACES Kaizen events
· Work with multiple organizations and stakeholders to improve workflows
· Innovate to improve customer experience and continuously improve organizational efficiency
· Scope and define requirements to deliver an exceptional customer experience
· Communicate regularly to stakeholders on status, risks, and changes

Skills/Experience required:

· Demonstrate strong track record of team leadership within a large scale rapid and process driven environment, whilst also being able to handle multiple projects.
· Goal driven, target orientated, able to step back and look at the bigger picture and long term vision for optimizing the business for Amazon Customers.
· Able to manage ambiguity with their sleeves rolled up, and posses a preparedness to get involved if needed.
· Demonstrate strong track record of team leadership within a large scale rapid and process driven environment
· Demonstrate a strong track record of problem solving and very strong analytical skill capability as required, to look at and find solutions for a variety of operational challenges
· Excellent judgment to ensure timely decisions are made on a regular basis. Demonstrated ability to get things done and be resourceful.
· Maintains effective pace and produces conclusive, measurable results within time commitments.
· Excellent communication skills (written and verbal) High dependability – able to manage a business that can operate 24/7 (including holidays) and commit the time required to get the job done.
· Demonstrate ability to manage, motivate, and influence team behaviors (including people management processes)


· Bachelor's degree is required
· 5+ years experience in program/project management
· Demonstrated experience leading cross-functional programs/projects with multiple stakeholders
· Six Sigma Black belt, PMP or similar certification
· 2 + years of leadership experience in a front-line customer support environment
· Advanced MS Office skills, particularly Microsoft Excel
· SQL skills
· Able to travel 30%-35% of time


· Ability to communicate expectations and requirements equally well with business and technology teams, and capacity to write well-reasoned and data-driven proposals
· Practiced working knowledge of Six Sigma tools and Lean techniques
· Excellent communication (oral and written) skills
· MBA or other post-graduate degree


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