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Amazon Program Manager, ACES, OPTIMA in Gurugram, India


OPTIMA team is seeking an ACES Program Manager to lead the Continuous Improvement and org. level initiatives.

The successful candidate for this role will be a fast, clear and independent thinker who is naturally curious about how things work, is metrics and number savvy, has an analytical mindset. Efficient Program Management capabilities, developing new programs to support the strategic direction of the OPTIMA ACES vision, creating and managing long-term goals. This person will need an ability to see the big picture/whole system and execute on grass root level to improve the overall network. Flexible to support adhoc tasks and projects as per the business needs. The successful candidate will lead key programs/projects at the site/region/global level. Additionally, they are never satisfied with the status quo, can show success in following-up and getting things done and have the ability to thrive in a fast-paced, customer-centric and ever-changing service environment.

Key job responsibilities

• Facilitates execution of ACES roadmap by synergizing efforts through key business stakeholders, Operation Leaders and support teams.

• Subject Matter Expert in Continuous Improvement and Project management.

• Leading Program and Projects portfolio at the site/region/global level enabling the execution and delivery of results by building new strategies as per business needs.

• Leads by example and mentors OPTIMA leadership, managers and project teams on ACES concepts and methodologies.

• Performs quantitative analysis of key process indicators to identify opportunities for process improvement.

• Demonstrates discretion in coordination of project scoping and selection to align with business objectives.

• Ability to assess improvement opportunities through data analysis and by mapping of existing processes using tools like value stream maps, SIPOC, Swim Lane, Customer journey mapping etc. by identifying the defects/gaps in upstream and downstream processes.

• Audits ongoing and completed projects to optimize resources and verify sustained impact and partners with Financial Controller to validate impact.

• Communicates across all levels on project and program progress.

• Proactively identifying new projects while managing projects assigned by Manager.

• Performs general duties to support and improve the ACES aligned to different Programs across sites.

• Responsibilities are non-routine in nature and vary from day to day.

About the team

OPTIMA is a global team and enables Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. We enable shopping feature teams deliver superior CX quality by providing them reliable and comprehensive insights and ground truth data to measure and train ML (Machine Learning) models and handle annotation and Root Cause Analysis (RCA) across 10 different languages.

Basic Qualifications

  • Minimum 2 years Project/Program management experience in Continuous Improvement using Voice of Customer / Process analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.

  • Experience managing teams (Project/Quality Improvement/Program) or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels.

  • Will have significant Continuous Improvement Project/Kaizen leader experience.

  • Strong analytical and problem-solving skills.

  • Strong written and verbal communication skills

  • Able to prioritize in complex, fast-paced environment.

  • Ability to influence, negotiate and provide alternative business solutions.

  • Strong operations acumen with in-depth understanding of how operations ecosystems work.

  • Ability to work with virtual teams and across time zones to develop strategies and foster a cohesive and creative work environment to make Amazon feels small.

  • Experience communicating and presenting to Senior leaders and large groups.

  • Minimum knowledge of SQL, SharePoint, Excel, Power Point, Word and a statistical package (Minitab etc.).

  • Strong Analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis

Preferred Qualifications

  • Advanced degree (technical or MBA)

  • Six Sigma Green Belt or Lean Certification.

  • Skilled in ML and Python

  • Self-starter capable to taking initiative and working with minimal direction.

  • Ability to execute with total autonomy and deal with ambiguity

  • Assisting teams in presenting data and conclusions clearly

  • Strong Change management, influencing and negotiation skills.