Manager - Customer Experience Defect Reduction - Amazon - Seattle

Job description
Amazon’s Customer Service team is looking for an experienced Product Manager to design and implement worldwide systems and processes to detect customer-facing defects and enable internal Amazon teams to fix them quickly the first time. The Manager of Customer Experience Defect Reduction will apply lean concepts along with highly analytical tools to discover and solve real world problems and build metrics and business cases. In this role you will apply six sigma and lean principles to unveil new process improvement opportunities, and help design waste reducing solutions. You will need to be innovative, flex your data analysis muscles, learn quickly, and create ways to solve key business problems faster.

This leader will head a global team of product/program managers who use customer activity data such as assisted support contacts, poor product reviews, and concessions issued as indicators of poor customer experience. You will be responsible for developing the global strategy and product roadmap based on key customer experience performance metrics and expansion opportunities; collaborating with global business and development teams across the company to identify the cost/benefit of project selection, defining functional requirements, designing high level process and system solutions, and managing all aspects of the project execution and delivery for the Andon Cord defect reduction program.

The successful candidate will work well with cross-functional teams of business managers, operations, and software development; have an extremely high level of customer focus and a passion for process improvement. You will be obsessed with creating and delivering projects that truly impact the customers’ shopping and delivery experience. A key to your success will be strong indirect influencing skills. You should have experience in defect reduction techniques such as Lean and Six Sigma, creating business requirements, and driving improvements. You must have a proven ability to multi-task, prioritize, delegate and thrive in an ambiguous and fast-paced environment. In addition, you should enjoy and excel at diving into data to identify root causes, derive patterns, and determine long-term solutions that ensure superior customer experience.
Technical (math, engineering, computer science) bachelor’s degree
3+ years’ experience with Lean, Six Sigma, or other process improvement methodologies
5+ years’ relevant experience with clear progression of scope and responsibility
Experience developing business cases and influencing leaders
Experience communicating goals and strategies across multiple leadership levels of an organization
5+ years of leadership experience in project management and facilitation of cross-functional teams in business operations and technology process improvement areas
Strong quantitative data analysis and critical thinking skills
SQL, Access and Advanced Excel skills
Excellent written and verbal communication skills. The role requires effective, actionable communication with senior management as well as with colleagues from retail, fulfillment, transportation and business backgrounds.
Experience leading high performing teams; thinking strategically and working tactically
Demonstrable sharp focus on and commitment to customers
Knowledge of key business financial metrics
Master’s degree preferred
Expertise in supply-chain, fulfillment, or digital operations is a plus
Experience with an e-commerce company is a plus

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