Job Information
Amazon Sr. Program Manager , Customer Obsession Learning in Seattle, Washington
Description
We are seeking an experienced and passionate Program Manager to develop and execute strategies for our Gemba Walk initiative within the Customer Obsession Learning team. Gemba, a concept central to continuous improvement philosophies, emphasizes the importance of observing work processes firsthand to deeply understand the actual problems, challenges, and opportunities for improvement.
In this role, you will be responsible for the global strategic management of our virtual Gemba program, helping our organization realize the full potential of Gemba despite the limitations of physical geography. You will leverage virtual tools and technologies to deeply understand frontline operations, identify process improvements, and enhance the customer experience on a worldwide scale.
The ideal candidate is obsessed with the customer experience and will continually inspire others to do better for the customer. You are forward-thinking, have a creative flair, and embrace novel solutions. In this role, you are an excellent communicator and demonstrate an ability to earn trust with external and internal stakeholders. This role is a unique opportunity to play a highly visible role positively impacting customer obsession throughout Amazon.
This role requires the candidate to work from one of Amazon Corporation locations. Preferred location is Seattle. However, Nashville and Arlington are available.
Key job responsibilities
•Establish and standardized Gemba Walk processes, governance frameworks, and performance metrics to measure and optimize program outcomes worldwide
•Driving the strategic vision for the global Gemba Walk program while also managing day-to-day operations, dependencies, and risks.
•Partner cross-functionally with CS Operations and other key stakeholders to ensure seamless program delivery
•Developing and executing Gemba Walk plans that account for cultural, regulatory, and logistical factors in different geographies where the company operates
•Monitor participant feedback and data to identify opportunities for improving the Gemba Walk experience and increasing engagement
•Evangelize the program and the value to CS leaders across the organization
•Provide coaching and guidance to CS leaders on effectively leveraging Gemba Walks
•Monitor and report on Gemba Walks participation and impact then develop recommendations for leaders
•Build and maintain strong, cross-functional relationships while demonstrating exceptional organizational skills and attention to detail.
•Hold leaders accountable for continuous improvements that benefit customers or Customer Service Associates (CSAs).
A day in the life
As the L6 IC Gemba Walk Program Owner, you will regularly review participation data and feedback from recent Gemba Walk offerings across the global Customer Service organization. Closely analyzing these insights is crucial to identifying opportunities for enhancing the Gemba Walk experience and increasing engagement from CS leaders.
Throughout your day, you will collaborate closely with key stakeholders in CS Operations and other teams to ensure the seamless delivery of the Gemba Walk program. This may involve standardizing processes and establishing frameworks, securing necessary resources, and capturing data to measure the program's impact and value.
Promoting the benefits of Gemba Walks to CS leaders across the organization is a critical part of your role. You will dedicate time to preparing and delivering presentations that highlight the positive customer and associate outcomes achieved through this experiential learning initiative. Additionally, you will provide hands-on coaching to help Gemba Walk Facilitators improve their facilitation skills for greater impact.
Following up with Gemba Walk participants is also a key responsibility, as you seek to understand the actions they've taken based on the insights they gained. As the global program owner, you must account for cultural, regulatory, and logistical factors in different regions, constantly adapting the approach to maximize effectiveness.
Ultimately, you are responsible for creating the vision and future aspirations of the Gemba Walk program. Your goal is to prove the program's impact through ROI data and anecdotal evidence of cultural transformation. By driving continuous improvement and innovation, you'll ensure the Gemba Walk initiative remains a valuable tool for enhancing the customer experience and Amazon's culture.
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!
Amazon offers a full range of benefits that support 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:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
About the team
The Customer Obsession Learning team is one of the longest-running culture-building programs at Amazon. We empower Amazonians to become more Customer Obsessed through unique learning experiences that positively impact our customers.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Nashville, TN, USA | Seattle, WA, USA
Basic Qualifications
5+ years of program or project management experience
5+ years of driving process improvements experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Experience in complex problem solving, and working in a tight schedule environment
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Bachelor's degree in management, business administration, economics, engineering, marketing
Experience with Lean continuous improvement philosophies
Strong understanding of CS organizations, frontline operations, and the challenges faced by operational leaders
Experience owning and driving roadmap strategy
Excellent communication, presentation, and stakeholder management skills
Ability to analyze data, draw insights, and make recommendations
Proven track record of driving cross-functional initiatives and delivering results
Passion for improving the customer experience and empowering leaders through experiential learning
Preferred Qualifications
Experience working cross functionally with non-tech teams
Experience implementing repeatable processes and driving automation or standardization
Certified in Lean Manufacturing/Lean Six Sigma
Experience in building and driving adoption of new tools
Experience writing functional requirements and design specifications
Experience with a within a learning and development or operations function
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, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.