Amazon seeks a Director to lead our expanding Finance Operations Excellence program - ACES (Amazon Customer Excellence System). With the rapid growth of the company, it is essential to make continued investments in process improvement and technology. As such, Finance Operations is looking for a strong, proven Operational Excellence leader to drive innovation and change across Finance. This is an exciting opportunity to join an area which touches on nearly every aspect of Amazon’s wide range of businesses.
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This is a senior leadership and management position of a highly collaborative global team where the Director will identify, create, develop and integrate innovative solutions and programs for our Finance Operations locations around the globe. The role has a high level of visibility within the leadership of Finance and will interact with leaders at all levels. The Director must exercise strong judgment in the identification and execution of strategic improvement plans as well as lead and develop ACES teams located in each Finance Operations location. This position is located in Seattle and requires travel up to 30%.
CORE RESPONSIBILITIES:
· Lead global strategy and execution of Process Engineering and Continuous Improvement of all workflows used to support Finance Operations worldwide
· Work with other areas of Finance to identify and support Process Engineering and continuous improvements across all of Amazon Finance
· Drive continuous improvement culture change through best practice sharing, vocal advocacy, and visible hands-on leadership.
· Mentor and develop site ACES managers (Black Belts), and their teams.
· Provide Strategic vision for the ACES program by identifying and prioritizing where and how we adapt and invest.
· Drive tactical execution of key initiatives building and managing the road map to achieve the Finance Operations vision.
· Act as an internal resource for the principles of lean and process excellence working closely with corporate partners on network solutions.
· Develop and provide the right metrics to measure process quality and productivity, providing meaningful feedback to the technology and business teams.
· Guide operations business teams and our contact centers in their ability to develop and execute daily, weekly, and monthly action plan that increase quality and customer experience.
· Educate managers and associates in the positive correlation between customer experience, productivity and ACES implementation.
· Provide leadership on ACES project selection, scope, definition, and performance to ensure alignment with business strategy
· Collaborate and communicate with other global ACES leaders on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
· Drive the creation and implementation of Standard Work quality initiatives in each of our Support Center sites, specific to the needs of the business teams and regions to meet and exceed Business Plans.
Basic Qualifications
· Bachelor’s degree in Engineering, Statistics or Business (preferably in quantitative field. (BA/BS/MS) or equivalent combination of education and experience (e.g. 5 + years in a quantitative role – Engineering, Process Re-engineering, Quality Assurance)
· Master Black Belt Project Management experience
· Proficient in lean six sigma tools, such statistics, SPC, hypothesis testing, regression, root cause analysis, etc.
· Min 15+ years’ experience in project management and facilitation of process improvement initiatives across business operations and technology in a scalable environment
· Strong process, manufacturing, or engineering background with an ability to understand work flow and throughput through the operation (Finance background preferred, but not required).
· Facilitation experience at all levels of the organization and to audiences of all sizes
· Must have Lean/Six Sigma Black Belt certification; Certified Lean Sensei, Certified Quality Engineer, etc.
· Proficiency with Microsoft Office products, including advanced functions such as importing & exporting data, pivot tables, and macros.
· Understanding of SQL queries, SharePoint, and Statistical packages (SAS, JMP or Minitab)
Preferred Qualifications
· Advanced degree (technical MS or MBA)
· Adaptable to various situation’s and business processes to add value cross functionally.
· Self-starter capable to taking initiative and working with minimal direction.
· Proven ability to handle confidential information appropriately.
· Courageous and willing to stand up for their ideas within appropriate guidelines.
· Budget management experience and knowledge of key business financial metrics
Ability to handle changing priorities and use good judgment when working in stressful situations
International experience preferred
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