ACES Manager, HR Services Service Delivery
Amazon’s growth continues unabated. To support this growth globally, HR Services is driving to redesign and automate our processes and tools for service globalization and infinite scalability.
Whilst we have teams in our organization that work on large scale operational delivery, we also need expertise in specific areas such as project management, process excellence and process automation.
These domain experts will drive delivery improvement and constant iteration based on their ability to understand the unique context of Amazon and be driven by the desire to deliver flawless and frustration free services to our end customers.
The role holder is responsible for building and leading a program to drive the HR process improvements necessary to support our rapid growth utilizing Lean, Six Sigma, and / or similar process improvement methodologies.
The leader will work closely with key subject matter experts and decision-makers to evaluate business opportunities, determine the key initiatives, and build continuous improvement capability within the HR Services organization.
The successful candidate must be able to quickly understand the business, along with its key operational drivers, in order to identify opportunities for improvement and recommend improved, measurable and sustainable solutions to those opportunities.
Further, the candidate must have an action-oriented and collaborative mindset, with a demonstrated track record of forming productive, trust-
based relationships with colleagues at all levels.
The role holder will report to the Operational Excellence Senior Manager, APAC and will focus on the following job tasks and responsibilities :
Build and lead a program to create a culture of continuous improvement within the HR Services team, and fosters a customer-
centric focus on the quality, productivity, and scalability of our services.
Provide leadership on project selection, scope, definition, and performance to ensure alignment with business strategy.
Lead efforts to evaluate and redesign HR processes to align with the company’s rapid growth and commitment to quality.
Manage multiple simultaneous projects requiring frequent communication, organization / time management and problem solving skills
Drive consistency and capability across all HR Services teams and locations to support the growth of the company and continued scalability of the services we provide to employees, managers and our HR partners.
Identify opportunities for Standard Work with HR Services teams.
Form cross-functional project teams, plan and organize, manage, and execute complex performance improvement projects. Establish sign-
off and approval processes for each step of the process and ensure buy in from key corporate stakeholders and field customers
Manage department kaizen schedule and support events; ensure active and effective continuous improvement engagement in all locations;
follow up to ensure timely financial validation and sustainment of improvements.
Collaborate and communicate with other global process improvement on best practices, internal and external benchmarking, talent development, programs of study and knowledge sharing.
Partner with the customer to clarify needs, business goals, and objectives and agree on how to achieve the desired results efficiently and effectively in order to develop solutions that address the root cause(s) of performance gaps rather than symptoms or side effects.
Responsible for needs analysis, end-to-end design, development, implementation and sustainment plan of programs with the goal to develop knowledge and build skills in Process Improvement, Kaizen, Lean and Six Sigma methodologies as appropriate for front line employees and leadership.
Continually evaluate solutions for quality, business impact, and scalability. Conduct post-implementation evaluations to understand successes and improvement opportunities for the designed solution.
Bachelor’s Degree required. Technical focus preferred.
7+ years’ experience in project management and facilitation of process improvement initiatives across business operations and technology.
Black Belt Certified.
Demonstrated working knowledge of LEAN / Six Sigma principles, rules, systems and tools with experience supporting improvement activity and workshops through consulting, coaching, training and facilitation as required in a highly customer centric environment.
Change management and project management experience with a track record of implementing results.
Demonstrated success working in a team environment on multiple projects with changing priorities with the ability to work both on a team (as member and / or leader) and independently to deliver results.
Program administration skills this includes organization, managing details, keeping multiple tasks / projects on track, using time well, and doing whatever it takes to deliver reliable results.
Proven ability to handle confidential information appropriately.
Master’s degree in a related discipline from an accredited University.
Strong business and problem solving skills, critical thinking, and willingness to be vocally self-critical.
Superior impromptu speaking, classroom delivery, engaged style and group process facilitation skills.
Outstanding interpersonal and leadership skills; a role model for the use of the concepts and skills we teach and ability to influence across various leadership levels.
Ability to handle changing priorities and use good judgment when working in stressful situations.
Experience working in Global team environment with multiple time zones.
Master Black Belt.
Master Black Belt.