Prog Mgr III, Ops Excellence, Global Operations – 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.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female/ Disability/Veteran/Gender Identity/Sexual Orientation.

Key job responsibilities
• Drive country level excellence to design and implement systems, metrics and programs that maximize compliance, productivity and continuous improvement.
• Build strong partnership with operations site leaders to identify new business initiatives and successfully integrate and deploy them to the country level network.
• Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers.
• Analyze and solve operational barriers with a focus on understanding root causes.

About the team

The Global Operations – AI (GO-AI) team handles exceptions remotely in the Amazon Robotic Fulfillment Centers Globally. GO-AI seeks to complement automated vision based decision-making technologies by providing remote human support for the subset of tasks which require higher cognitive ability and cannot be processed through automated decision making with high confidence. This team provides end-to-end solutions through inbuilt competencies of Operations and strong central specialized teams to deliver programs at Amazon scale.

Are you somebody that likes to use and analyze big data to drive business decisions? Do you enjoy converting data into insights that will be used to enhance customer decisions worldwide for business leaders? Do you want to be part of the data team which measures the pulse of innovative projects? If your answer is yes, join our team. GO-AI is looking for a motivated individual with strong skills and experience in building Ops excellence and process improvement mechanisms end-to-end.

BASIC QUALIFICATIONS

– 5+ years of program or project management experience

– Experience using data and metrics to determine and drive improvements

– Experience owning program strategy, end to end delivery, and communicating results to senior leadership

– Bachelor’s degree in business, operations, human resources, adult education, organizational development, instructional design or related field

– 4+ years of driving process improvements experience

– 4+ years of operations experience, with exposure to handling operations for voice, chat, email domains ( multiple locations)

PREFERRED QUALIFICATIONS

– Bachelor’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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

– Strong understanding of contact center metrics and KPIs.

– • 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