Are you interested in a role that leverages your experience and skills in process improvement? Would you like to pursue better customer experiences through enhancing internal processes in the customer service department? As a Process Excellence Specialist, you will analyze and resolve issues that customers face when using Amazon's services, as well as challenges that customer service teams encounter in their customer-facing roles.
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勤務地/Location: , , , のいずれか
Key job responsibilities
- AmazonにおけるEnd to Endのショッピングプロセスおよびカスタマーサービスの対応プロセスに習熟し、より顧客満足度の高いプロセスを考案します
- カスタマーサービスの対応品質、生産性の向上を妨げる業務プロセスの不備やプロセス上の不具合に起因する問題をデータに基づき分析し、根本原因を特定します
- 特定した問題に対し、効果的な解決策を検討し、短期的、中長期的に各種メトリクス指標への影響を考慮し、最善の解決策を導きます
- プロセスやサービスの変更に関して、関連するStakeholderを巻き込み、その実行から効果検証までに責任を持ちます
- これらの取り組みを通じて、カスタマーサービス組織のKPI目標達成への貢献に尽力します
- Work as an expert in Amazon's end-to-end shopping process and contact handling process, and design processes that enhance customer experience
- Analyze data to identify root causes of issues stemming from process deficiencies or process failures that hinder customer service quality and productivity improvements
- For identified issues, evaluate effective solutions while considering short-term and long-term impacts on various metrics, and drive the optimal solution
- Own the process from engaging relevant stakeholders regarding process or service changes, through execution, to validating the effectiveness of those changes
- Through these efforts, contribute to achieving KPI targets for the customer service organization
A day in the life
以下は、一日の勤務内容の一例です。
(1)所属組織のマネージャーと1on1ミーティングを実施し、体調や業務進捗を共有。この先の取り組み方針を確認。
(2)プロセス改善プロジェクトのためのプロセスマップの作成ならびにプロセス上の無駄の特定を実施。
(3)リードするプロジェクトのミーティングを開催し、プロジェクトメンバーと各タスクの進捗、障害、次のステップを確認。
(4)カスタマーサービスのリーダーシップチーム、ならびにステークホルダーに向けたプロジェクト進捗レポートを作成、配信。
The following is an example of a typical day's work:
(1) Have 1on1 meetings with the manager and communicate health condition, project status, and next steps.
(2) Spend time writing up the process map and identifying the wastes for a process improvement project.
(3) Hold the project meeting, and check the progress status and potential bottlenecks for each task and next steps with the project members in it.
(4) Create and distribute the project update report to stakeholders and the Customer Service leadership team.
BASIC QUALIFICATIONS
- データとメトリクスを使ったプロセス改善イニシアチブの定義、実装の経験 (3年以上)- プログラムまたはプロジェクト管理の経験 (3年以上)
- 部門を超えたプロジェクトにおけるステークホルダー管理経験 (3年以上)
- ビジネスレベルの英語と日本語の両方での優れたコミュニケーションスキル(verbal and written)
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 3+ years of program or project management experience
- 3+ years of managing stakeholders in cross-functional project experience
- Business level, good verbal and written communication skills are crucial in both English / Japanese
PREFERRED QUALIFICATIONS
- 大規模かつ部門横断的なプロジェクトをリードした経験- Six Sigma/ Lean analytical経験
- カスタマーサービス業界におけるプロセス改善の推進経験
- Experience in leading large, cross functional projects
- Experience of Six Sigma/ Lean analytical technique
- Experience of driving process improvement in customer service industry
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