Process Improvement & Benchmarking Manager
Job Description
Job summary
The MX Process Improvement Manager is the responsible for the Benchmarking Program. This program entails the setting of performance targets as well as leading the collection of best practices from best in class (BIC) sites, and implementation of governance mechanisms to ensure implementation of these BIC standards/best practices. From an analytical side, the Process Improvement Manager will define and execute the analytical processes required to produce the targets all networks rely on. The candidate will manage an analytically-based initiative, notably coordinating technical and operational headcount. This role will require the Program Manager skills to work with multiple organizations, and to prioritize a large number of requests.
Key job responsibilities
Responsibilities include:
• Target Setting: You will own the creation of accurate clusters of comparable sites for the region, identify statistically significant exceptions to apply to targets, and align VP level leadership for approval. This process will be done for OP1 and OP2 within the region. You will be measured off of execution to project timelines, improvement in customer SLA’s, and reduction YoY in time spent on exception cases.
• Best Practices: As part of the global Best at Amazon program, you will be the single threaded leader of the program for intake, approval, implementation and quantification of best practices from MX and global network. The expectation is that you can build a framework for executing the program in the region with relevant support teams. This would be done across people, safety, cost, environment, quality, and DEA. The measurement of success is based off dwell time of requests, conversion rate of best practices submitted, and savings or bps improvement following implementation. Governance: The expectation is that you take part in the regional governance mechanism for validating adherence to BIC standard work.
• Travel: The role will require approx 20% travel.
• Customer-Focus: Develop a thorough understanding of customer needs and pain points related to our deliveries, both existing and potential. Use that knowledge to design new services that enable Amazon to provide customers with an exceptional delivery experience.
• Customer Research and Analytics: Design, execute, and analyze customer research to evaluate delivery experience and operational excellence, then recommending and following-through on solutions.
• Stakeholder management: Build strong relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for your customers while influencing with and without authority.
• Deliver Results: Lead difficult process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management. Design short-term solutions with limited guidance.
• Manage Ambiguity: Understand difficult business problems across teams and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
Basic Qualifications
- Completed Bachelor Degree
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management
- Advanced excel and data analysis skills
- 5+ Years of general Experience
- 2+ Years of experience planning and executing continuous improvement initiatives
- Fluent English and Spanish
Preferred Qualifications
- Knowledge of continuous improvement concepts (Lean, Six Sigma and Kaizen techniques).
- Experience leading process improvements
- Master´s Degree
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