ACES Program Manager

Position Overview:

Role: Customer Service (CS) Amazon Customer Excellence System (ACES) Program Manager

Company:Amazon

Objective:

Amazon strives to be the most customer-centric company, and we are seeking individuals to enhance our customer service processes, align them with customer needs, and improve our operational learning.

Role Summary:

The CS ACES Program Manager will support, coordinate, and facilitate structured process improvement activities aligned with our business goals. This role fosters a culture of continuous improvement and provides thought leadership to influence change at all organizational levels. Reporting to the ACES Manager, the Program Manager works closely with the WW CS ACES team and all management levels within the organization.

Key Attributes of a Successful Candidate:

- Independent and clear thinker with a natural curiosity.
- Proficient with metrics and numbers.
- Analytical mindset with demonstrated leadership skills.
- Ability to see the big picture and execute improvements at the grassroots level.
- Unwavering drive to improve and succeed in a dynamic, customer-centric environment.

Core Responsibilities:

- Facilitate the execution of the WW ACES strategy through local management and support teams.
- Lead and support process improvement projects with potential global impact.
- Coach and train management, CS Associates, and project teams on ACES methodologies.
- Conduct quantitative analysis of key process indicators to identify improvement opportunities.
- Discreetly coordinate project scoping and selection to align with business objectives.
- Oversee site project portfolios, assisting Kaizen Promotion Officers and project managers in execution and delivery.
- Audit completed projects to verify sustained impact and collaborate with Financial Controller to validate results.
- Communicate project and program progress across all organizational levels.
- Manage assigned projects and perform general duties to support and enhance the CS ACES program locally and globally as part of WW CS ACES.
- Handle non-routine responsibilities that vary day-to-day.

Consultative / Facilitative / Leadership Skills:

- Creativity and sound judgment in work.
- Ability to execute autonomously and manage ambiguity.
- Strong influencing and negotiation skills.
- Proficiency in change management.
- Assist teams in presenting data and conclusions clearly.

Basic Qualifications:

- Minimum of 3 years of program or project management experience.
- Minimum of 3 years of experience working cross-functionally with tech and non-tech teams.
- Minimum of 3 years of experience defining and implementing process improvement initiatives using data and metrics.
- Bachelor's degree.
- Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL.
- Experience in defining program requirements and using data and metrics to drive improvements.