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Process Improvement Manager


Cork, Ireland


Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.

Amazon is looking for a Process Improvement Manager / ACES Manager to support our Customer Service Business in Cork.

Here's an opportunity to apply your Six Sigma and Lean skills to make a difference and be part of earth’s most customer-centric company. We are looking for the right person to help us improve our customer service processes, align them with customer expectations, and drive operational excellence.

The ideal ACES (Amazon Customer Excellence System) Manager is able to plan, develop, lead and oversee Kaizen events and takes the lead role in the selection, training and development of Kaizen events to meet the stated objectives and drive Lean Management including Standard Work throughout operations.

You will be responsible for the organization and effectiveness of all Kaizen activities, recruitment and development of the local Kaizen teams and represent Cork site in all cross-company initiatives and decisions that are related to Lean management. You will also participate in the exchange and promotion of best practices within the Amazon operational world as well as influence and train the Management Team in use of Lean methods. You will develop existing infrastructure to record, monitor and share best practices and establish relationships with various teams within the business to deliver improvements that will positively impact other European Customer Service.

In addition you will be responsible for preparing reports, presentations, and documentation related to this function.


· Excellent PC skills and advanced user of Excel, PowerPoint, Word and MiniTab
· Excellent analytical skills and preferred statistics background
· Root Cause Analysis experience
· Experience leading Continuous Improvement projects (for example: Six Sigma DMAIC, A3 Problem Solving, Standard Work, use of Best-Practice-Sharing-Tools)
· Customer Service experience in quality management and business process design
· Type of person who routinely gets assigned difficult tasks, completes them on time, and meets or exceeds expectations in terms of quality and productivity
· Respects confidentiality
· Good listening skills
· Passionate about innovation
· Coaches others / involves management in the process
· Courageous (willing to stand up for your ideas and challenge your stakeholders when you don’t think a process/solution is not raising the bar for our customers)
· Results-driven and always insisting on the highest standards
· Proven ability to deliver in cross-functional teams
· Proven ability to interact with senior leadership and influence with your analytical and communication skills
· Excellent organizational skills
Experienced in:
· Change Management
· Team Facilitation
· Team Leadership
· Assisting teams in presenting data and conclusions clearly
· Working with improvement team sponsors as necessary to address barriers to team success

Preferred Qualifications:
· Degree (BS/MS) in a quantitative field - or equivalent
· 5+ years in senior analytical role
· Experience of working in an international environment
· Six Sigma Black Belt


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