Prog Mgr II, Ops Excellence, (GO-AI) Full-time

Want to join the Earth’s most customer centric company? Do you like to dive deep to understand problems? Are you someone who likes to challenge Status Quo? Do you strive to excel at goals assigned to you? If yes, we have opportunities for you. Global Operations – AI (GO-AI) at Amazon is looking to hire candidates who can excel in a fast-paced dynamic environment.

The role will also require applying lean process methodologies to highlight what tasks on the ground are value-added and non-valued-added and scaling up to what can be possible at a site-level and country-level.

Key job responsibilities

As a Program Manager in Operations Excellence, you’ll drive network-level excellence programs across locations, implementing automation and AI initiatives using RPA and advanced analytics. This role requires proven expertise in process excellence, program management, and data-driven decision making. You’ll leverage your advanced Excel skills and analytical capabilities to transform operations and deliver breakthrough improvements in compliance and productivity.

You’ll design and implement metrics for maximum operational efficiency, while providing crucial business insights that help operations teams achieve ambitious goals. Working closely with site leaders, you’ll deploy strategic business initiatives and drive continuous improvement in key deliverables.

About the team

Global Operations-Artificial Intelligence (GO-AI) is a part of Amazon Robotics (AR), an org, in Fulfillment Technologies & Robotics (FTR). GO-AI enables Computer Vision (CV) and ML based automation by delivering high quality data to improve AI and Machine Learning (ML) product lifecycle through near real-time human-in-the-loop (NRT HITL) and offline annotations.

BASIC QUALIFICATIONS

– • tOverall experience of 08+ years. Program or project management, Process Excellence, and Reporting role, Quality & Compliance exposure will be an added advantage

– • tDriving various types of analytics to provide business insights and help operations team to achieve the business goals also work on continuous improvement in key deliverables as per business requirements

– • t4+ years of driving process improvements experience

– • t4+ years of Operations/ Quality/ Compliance experience with exposure in voice, chat, email domains (multiple locations will be an advantage)

– • tExperience in working in a BPO (Business Process Outsourcing) environment in the past is added advantage

PREFERRED QUALIFICATIONS

– • tBachelor’s degree

– • tCertified Green Belt/ Black-Belt in Lean & Six Sigma methodologies

– • tKnowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

– • tShould have extensive experience in analytics, process excellence and operations

– • tStrong understanding of contact center metrics and KPIs (voice, non-voice both)

– • tFamiliarity with workforce management tools and principles

– • tExperience in the following functions:

– otContact Center – Customer service

– otSeller support

– otSupply chain and Operations

– otFC (Fulfillment Center) work, Delivery stations

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