ACES Process Manager - AMZL BR, Amazon Customer Excellence System (ACES)
Job Description
As an ACES Process Manager, you will be the guardian of quality control at Earth's most customer-centric company! More specifically, you will be responsible for the adoption and continuous improvement of Standard Operating Procedures (SOPs) at Amazon Logistics (AMZL). We are Amazon's last mile delivery arm, delivering packages and smiles to our customers everyday.
You will work with teams across Operations, Learning, Finance, and other supporting functions in order to find defects and opportunities, measure performance, and track changes. You are the Subject Matter Expert (SME) on all processes and are expected to catalog and share this expertise with your stakeholders in a clear and scalable manner.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you identify with having a disability, or other support need, please let me know if an accommodation/adjustment would be beneficial to you during the application, and hiring process. You may also reach the team directly by visiting this page: https://www.amazon.jobs/en/disability/global
Key job responsibilities
- Being the Subject Matter Expert (SME) on all operational processes;
- Leading process integration efforts at our Delivery Stations (DS);
- Leading Continuous Improvement initiatives using Lean Six Sigma tools like Kaizens, Root Cause Analysis, etc.;
- Owning and managing change on a granular level;
- Performing audits to ensure continuous SOP adoption and eliminate defects and deviations;
- Work with teams both Under the Roof (UTR) and On the Road (OTR) to identify opportunities for improvement;
- Make sure that we are always delivering the best possible service to our customers;
A day in the life
You will be working closely with all AMZL teams to offer support and expertise and gain an insight into bottlenecks and opportunities for improvement. Some of these teams include:
- Station Ops;
- Last Mile team/Delivery Service Providers (DSP);
- Learning;
- Finance;
- HR;
- Loss Prevention.
You will also work with your counterparts in other geographies to benchmark our processes and ensure conformity with Amazon Standard Work.
About the team
Amazon Customer Excellence System (ACES) is a team of highly qualified individuals responsible for the quality, productivity, safety, and speed of Amazon Operations. We do this by keeping a close eye on metrics, making sure that we are constantly raising the bar on performance and efficiency. We are also responsible for the adoption of new technology and procedures as well as supporting our peers with subject matter expertise on all Standard Operating Procedures (SOPs).
Basic Qualifications
- Bachelor's Degree;
- Lean Six Sigma certification;
- Experience in complex operational and process improvement projects;
- Data-oriented approach, using KPIs to measure performance;
- Understand and excel at Process Mapping and related tasks;
- Fluent Portuguese and advanced English skills;
- Availability for travel;
Preferred Qualifications
- Post-Graduate Degree;
- Experience in project management (Agile preferred);
- Experience in logistics and/or supply chain;
- Ability to handle changing priorities and use good judgement in stressful situations;