Shipping and Delivery Support - Sr PM Process Engineer
Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service team is an essential part of that mission.
We hire the world's brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
We're making history and the good news is, we've only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers.
The critical quality metric for SDS is Delivery Success Rate (DSR), which we use to assess if our support resulted in a successful delivery.
In this role, you will be responsible for designing and improving associate support processes with the goal of improving DSR and contact efficiency.
A successful candidate will have exceptional attention to detail, be data oriented, possess the ability to manage multiple projects simultaneously, and be able to synthesize multiple inputs to identify an optimal process flow in a largely virtual environment.
You will utilize Design of Experiments (DOE) methodology to test process changes and use multiple sources of data to validate the results.
After identifying a process improvement which improves DSR and efficiency, you will work across multiple teams in SDS to deliver results, including Operations, Product Management, Tech, Program Management, and Knowledge Management.
Job Responsibilities Use multiple data sources, including tool instrumentation, process compliance, or others, to identify improvement opportunities Deep dive process flows and develop process maps to understand the current state Work with a cross-functional group of stakeholders to plan changes Utilize statistical methods to test process improvement opportunities Develop and manage a roadmap of initiatives Influence others to adopt changes using data.
Estimated Salary: $20 to $28 per hour based on qualifications.
We hire the world's brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
We're making history and the good news is, we've only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers.
The critical quality metric for SDS is Delivery Success Rate (DSR), which we use to assess if our support resulted in a successful delivery.
In this role, you will be responsible for designing and improving associate support processes with the goal of improving DSR and contact efficiency.
A successful candidate will have exceptional attention to detail, be data oriented, possess the ability to manage multiple projects simultaneously, and be able to synthesize multiple inputs to identify an optimal process flow in a largely virtual environment.
You will utilize Design of Experiments (DOE) methodology to test process changes and use multiple sources of data to validate the results.
After identifying a process improvement which improves DSR and efficiency, you will work across multiple teams in SDS to deliver results, including Operations, Product Management, Tech, Program Management, and Knowledge Management.
Job Responsibilities Use multiple data sources, including tool instrumentation, process compliance, or others, to identify improvement opportunities Deep dive process flows and develop process maps to understand the current state Work with a cross-functional group of stakeholders to plan changes Utilize statistical methods to test process improvement opportunities Develop and manage a roadmap of initiatives Influence others to adopt changes using data.
Estimated Salary: $20 to $28 per hour based on qualifications.
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