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Company website strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Company website continues to grow and evolve as a world-class e-commerce platform. The Global Process Improvement Manager within the Account Health Support team acts as a primary interface between AHS and the internal business partners we support. As the AHS Global Process Improvement Manager, you set the strategy for new program rollouts within AHS, define the processes that make up that strategy, and develop the tools to execute and measure it. Successful candidates will focus on proactively identifying upstream process defects that could negatively impact AHS Specialists, as well as remedying existing process defects. You will work closely with AHS’ business and policy stakeholders, asking the right questions and formulating detailed launch plans to ensure new program rollouts are properly executed, and on time. You will liaise closely with the training, content, and quality assurance teams to systematically identify and close knowledge gaps for our team of worldwide Specialists.
This is a high visibility opportunity to improve and define the best way to solve problems throughout the AHS organization, using the power of your communication and analytical skills. This role will be responsible for executing end-to-end process improvement programs that results in the standardization of business processes and implementation of best practices. You will lead large initiatives, coordinating the work of internal and partner teams. Responsibilities include program scoping, launch design, data collection and analysis, site visits, proposal of new standards, communication of results to senior Seller Trust & AHS management, and subject matter expert (SME) support for implementations of recommended improvements.
As the AHS Process Improvement Manager, you must be an excellent communicator (written and verbal English), who can clearly and concisely articulate results and liaise with your peers, and all levels of management, including senior leadership. Your strong subject matter expertise, the ability to learn new technology concepts quickly, and passion for innovation will also ensure we deliver and implement high quality processes that heavily rely on optimized tools and scale across all our work types.
A successful candidate will demonstrate strength in the following competencies:
Company Culture Steward:
Understands Company culture around leadership principles and values.
Demonstrates values and principles as they interact with peer, employees and managers.
Incorporates values and principles into communication and decision making for employees and managers.
Continuous Process Improvement:
Shares findings for process and tools improvement with the global AHS network.
Summarizes the best practices and communicate with the site leaders/Operations managers.
Exhibits mastery of AHS process and tools
Develops narratives to communicate process findings to leadership
Able to communicate nuances in AHS Specialist workflow to leadership and external stakeholders.
Serve as primary process improvement liaison to local site leadership.
Consultant and Business Partner:
Defines / scopes programs or deliverables – helps to engage with the business.
Works backwards – demonstrates planning capability to execute on deliverables (manages stakeholders, and coordinates details).
Executes needs assessments (surveys, interviews) and makes process/program improvements accordingly.
Continuously improves needs assessment process.
Focuses on the optimal Specialist experience and makes suggestions for improvement.
Helps org to optimize on best practices.
Measures and Delivers Results:
Conducts surveys, makes improvements, and creates reports.
Gathers and does initial analysis on deliverable impact.
Uses appropriate judgement to balance use of and application of anecdotal data related to the success of the deliverable and is able to theme it with the other results/data.
Data collected is internally consumed.
Bachelor’s degree in applicable field from an accredited university or 2+ years Company experience.
2+ years of previous experience with Program/Project Management or Process Improvement
Ability to maintain composure in critical situations.
Demonstrates effective, clear and professional written and oral communication with both internal and external stakeholders.
Demonstrates ability to analyze data, using the data to drive decision-making.
Intermediate to advanced knowledge of Excel is required
Strong quantitative and qualitative analytical skills paired with hands-on attitude, excellent attention to detail, and good business judgment.
Strong prioritization and time management skills, with a high degree of flexibility.
Experience developing tools, reports, scorecards, and data visualizations that improve upon those currently employed for understanding the business and making decisions
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Experience/background in a fast-paced operations environment.
Ability to travel up to 15%
Master’s degree in applicable field from an accredited university or 2+ years Company experience.
Experience performing data mining and working with data analysis involving business metrics.
Experience conducting statistical, financial, strategic and operational analysis and modeling involving large data sets to: support and improve business operations; implement best practices; and conduct cost benefit analysis.
Proven history of having worked across cross-functional teams and functions.
Strong track record of creative problem solving using software systems, and the desire to create and build new processes.
Diverse work experience/background.
Tableau or other data visualization tools
Experience measuring key operational AHS metrics
Proficiency with MySQL and programming languages.
Company is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
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