Job Description

DESCRIPTION

The COVID Resource Center (CRC) centrally handles all COVID reporting and case management for North America, including assisting employees impacted by the virus and ensuring that appropriate actions are taken to keep Amazonians safe. The CRC Operations team is responsible for answering policy questions and processing absence claims for Amazonians who need to take time away from work due to COVID. We operate with empathy, speed, and attention to detail we are passionate about helping our fellow Amazonians. We are seeking a CRC Process Excellence Manager to design, build, and operationalize CRC processes; own their continuous improvement; and own defect tracking across the CRC operation globally. This role manages and monitors continuous process creation, change and improvement mechanisms and goals.

Key Job Responsibilities
Define, build and execute the strategy and mechanisms for continuous process creation, change and improvement in the CRC, that meet the pace and scale needs of the organization, and align with overall team strategy and goals
Monitor the overall program at regular intervals to see whats working, whats not and make iterative changes as appropriate the keep the standard work relevant
Build relationships with key stakeholders to build a deep understanding of CRC processes, their strategic drivers, current pain points and future needs.
Integrate process improvements and changes into the change management and technical development processes.
Integrate process creation with operational stakeholders to ensure successful implementation.
Focus on critical process improvement projects and programs aligned to strategic goals.
Validate process behavior using SOPs, policy and process flows.
Use the voice of our customers and our frontline associates as inputs into improvement efforts and to validate successful implementation of changes.
Own Gemba walks, Fix-it meetings, deliverable tracking and monitoring. Leads and participates in structured process improvement activities such as Kaizen events.
Lead data collection, time studies, audits, and other data analysis as part of continuous process improvement efforts.
Oversee a diverse team of process experts and process improvement program managers and engage in their professional development to grow process improvement and analytical skill sets across the or
Carry out supervisory responsibilities in accordance with Amazons policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution.

BASIC QUALIFICATIONS


Bachelors degree
5+ years of experience leading process improvement programs in HR, contact center, finance, medical, insurance, or similar field
3+ years of experience managing teams of 5 or more direct reports
Experience building and running programs that are accountable to deliver against goals and targets

PREFERRED QUALIFICATIONS


Six-Sigma Blackbelt certification
MBA or Graduate Degree in science or math field such as engineering, statistics, etc.
Significant exposure to HR process and practice
Experience managing virtual or remote teams
Strong writing skills and experience in writing of white papers

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/en/disability/us .

P ursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The pay range for this position in Colorado is $128,915/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location.

Applicants should apply via Amazon's internal or external careers site.