The Worldwide Customer Service (WWCS) ACES Program Manager leverages data insights to identify operational efficiency opportunities, solves for underlying root causes, and implements solutions that improve the Customer and Associate experience. The WWCS ACES team engages with key business stakeholders across Amazon with the goal of connecting our Customers with Associates that are equipped and empowered to resolve their issue upon first contact, eliminating waste in our value streams. Our team’s work has a direct impact on Customer satisfaction, Associate experience, and our ability to grow and scale as Amazon’s business continues to increase in complexity.
Are you passionate about driving process improvements with impact to global programs and customers? Do you like to develop relationships with cross-functional teams with the goal of creating customer centric solutions that drive measurable results? Are you a self-starter and open to learning through working hands-on with minimal direction?



Key job responsibilities
• Meeting the goals and performance targets for the Consumer Service organization.
• Establish and execute upon the Value Stream Ownership program strategy.
• Perform quantitative analysis of key process indicators to identify and prioritize Consumer-related process improvement opportunities (eliminate waste).
• Partner with Consumer Operations leadership, CS support teams, and Amazon business partners to gain buy in and work to implement solutions.
• Lead and assist Global Value Stream Ownership projects and large-scale Kaizen events.
• 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

A day in the life
Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Austin, TX, USA | Nashville, TN, USA | Seattle, WA, USA