Amazon - Program Manager - Operations Excellence/Global Operations - Artificial Intelligence (12-18 yrs)

Program Manager III - Operations Excellence (Global Operations - Artificial Intelligence)

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

- 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

- Drive Network 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 at Network level.

- Analyze and solve operational barriers with a focus on understanding root causes.

- Overall experience of 12+ years. Program or project management, Process Excellence, and Reporting role, Quality & Compliance exposure will be an added advantage

- Driving various types of analytics to provide business insights and help operations team to achieve the business goals

- Drive automation & digitalization project using BI Tools, RPA and analytics tools while coordinating with the Delivery team

- Should be able to assess the effectiveness of all operational activities using methodologies like Kaizen, Lean and six sigma to generate solutions for waste reduction, correcting bottlenecks & drive continuous improvements

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

- 5+ years of driving process improvements experience

- 5+ years of Operations/ Quality experience with exposure in voice, chat, email domains (multiple locations will be an advantage)

- Experience in working in a BPO (Business Process Outsourcing) environment in the past is added advantage

Preferred qualifications

- Certified Green Belt/ Black-Belt in Lean & Six Sigma methodologies

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

- Should have extensive experience in analytics, process excellence and operations

- Proven experience in optimizing operations processes and driving continuous improvements

- Strong understanding of contact center metrics and KPIs (voice, non-voice both)

- Familiarity with workforce management tools and principles

- Should be comfortable with 24-7 working environment, this position may require domestic & overseas travel as well

Experience in the following functions:

- Contact Center - Customer service

- Seller support

- Supply chain and Operations

- FC (Fulfillment Center) work, Delivery stations