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WW Customer Service Continuous Improvement Expert
1 month ago
The WW Customer Service Continuous Improvement Expert will leverage data insights to identify operational efficiency opportunities, solve for underlying root causes, and implement solutions that improve the Customer and Associate experience.
Key Responsibilities- Use data analysis to pinpoint opportunities to streamline processes
- Meet the goals and performance targets for the Consumer Service organization
- Perform quantitative analysis of key process indicators to identify and prioritize Consumer-related process improvement opportunities
- Partner with Consumer Operations leadership, CS support teams, and Amazon business partners to gain buy-in and work to implement solutions
- Oversee Consumer project portfolio, mentoring and assisting individual project leaders through project life cycle
- Maintain clear communication with internal/external stakeholders across all levels on program and project progress
- Ensure process improvement opportunities are solved at-scale and identify replication opportunities, as applicable
The Amazon Customer Excellence System (ACES) is the management philosophy and practice used by Customer Service to eliminate defects and improve customer experience. To add value and achieve long-term results, we have adopted the following tenets:
- Human experience comes first
- Culture enablers
- It is ok to fail
- Process oriented
- Deep continuous improvement methodology
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in defining and implementing process improvement initiatives using data and metrics
- Six Sigma and process improvement knowledge
- Certified Six Sigma Green Belt
