Lean/SixSigma Program Manager, Japan Customer Service

Job description

DESCRIPTION

ACES: Amazon Customer Excellence System (Specialized team to work on continuous improvement for the customer)

The ACES Program Manager, Japan Customer Service is a passionate and results driven professional with solid people skills and at the same time a strong continuous improvement and team management background to join the team tasked with building and enhancing continuous improvement cultures within Amazon's Customer Service network. This position will lead process improvement in our Customer Service (CS) operations team. ACES (Amazon Customer Excellence System) is Amazon's special program and team for driving process and customer experience improvement. ACES brings together the tools of Lean, Six Sigma, bottom-up Kaizen, large scale project management, and Amazon’s customer-obsessed culture, to drive continuous customer experience improvement.

This position is a strategic role on a highly collaborative team where the Program Manager will identify, create, develop, and integrate effective solutions and programs for our customer contact centers. The role has a high level of visibility within the global CS team and will interact with leaders at all levels throughout the Amazon businesses. The Program Manager must exercise strong judgment in the identification and execution of strategic improvement plans as well as lead and develop ACES teams located in each CS location. This position is located in Japan, collaborating with the global ACES key senior management.

This position requires a candidate with the proven leadership ability to facilitate and guide the application of Lean and other quality methods to pursue the highest quality levels in an organization experiencing explosive growth and diversification of businesses. The Program Manager must influence, motivate, and lead others to meet the challenges in a highly customer-centric operational environment. The Program Manager is also responsible for teaching managers and CS associates in ACES process thinking and the application of Lean tools.

Core responsibilities include:
· Drive tactical execution of key kaizen projects and initiatives based on the Lean/SixSigma approaches aligning to a team roadmap to achieve the global or local CS visions and make significant contribution to their goals.

· Review and analyze customer defect data with development of corresponding countermeasures.
· Work on ACES project selection, prioritization, scope, definition, and performance maintenance to ensure alignment with both the global ACES and local country business strategy.
· Serve as a ‘Sensei’ for Customer Service to develop the common understanding of the relevant kaizen concepts and provide coaching and support to drive a clear approach and deliver results.
· Provide the right metrics to measure process quality and productivity, providing meaningful feedback to the technology and business teams. These metrics include Contact Per Unit, Average Handling Time, or customer’s Positive Response Rate.
· Act as an internal resource for the principles of lean and process excellence working closely with key stakeholders within or outside the CS network including China.
· Collaborate and communicate with other global ACES colleagues on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
· Drive continuous improvement culture change through best practice sharing, vocal advocacy, and visible hands-on leadership.
· Guide operations business teams in their ability to develop and execute daily, weekly, and monthly action plan that increase quality and customer experience.
· Educate managers and associates in the positive correlation between customer experience, productivity and ACES implementation.
· Gain consensus from CS key management to push change forward while keeping variation between sites to a minimum.
· Mentor and develop site ACES managers and their teams.
· Provide Strategic vision for the ACES program by identifying and prioritizing where and how we adapt and invest.

PREFERRED QUALIFICATIONS

· Direct experience working in a customer or enterprise support services organization.
· 8+ years of leadership experience in process improvement.
· Experience communicating goals and strategies across multiple leadership levels of an organization.
· Decisive, confident, and experience with influencing others.
· Strong sense of urgency and personal commitment.
· Applied knowledge of measurement, statistics and program evaluation.
· Demonstrated working knowledge of LEAN/Six Sigma principles, rules, systems and tools with experience supporting improvement activity and workshops through consulting, coaching, training and facilitation as required in a highly customer centric environment.
· Ability to handle changing priorities and use good judgment when working in stressful situations.
· Knowledge of key business financial metrics.
· Experience building balanced score cards or process dashboards.
· Knowledge of business intelligence and analytics, including modern business process management (BPM) capabilities.
[More Information]-Japanese only
Customer Service(カスタマーサービス)：https://www.amazon.co.jp/b?node=5637339051
Meguro Office(目黒本社)：https://www.amazon.co.jp/b?node=5589794051
Measures to eliminate unwanted second-hand smoking on each facility
https://www.amazon.jobs/en/landing_pages/passivesmoking (Japanese only)

Desired profile

BASIC QUALIFICATIONS

· Bachelor’s Degree. Technical (Math, Engineering, Computer Science) focus preferred.
· 5+ years’ experience in project management and facilitation of process improvement initiatives across business operations and technology.
· Adept and experienced in the use of common statistical software solutions (e.g. Minitab, JMP, etc)
· 3+ years’ experience instructing executives, managers, and associates on Lean kaizen methodologies.
· Experience in managing a geographically distributed team with varied skill sets.
· Facilitation experience at all levels of the organization and to audiences of all sizes.
· Experience successfully deploying transactional lean, manufacturing lean, variation reduction, Kaizen, and six sigma methodologies.
· Strong English communication ability (reading, writing, speaking) Comfortable presenting and facilitating in English.
· Advanced Intermediate to Native level Japanese.
· Lean/Six Sigma Blackbelt or Master Blackbelt certification (preferably earned from a corporate sponsored internal program from a reputable company).