Specialist Process Excellence, Japan Amazon Stores Customer Service

6日前

Tokyo Amazon Japan G.K. Full time
Are you interested in a role that leverages your experience and skills in process improvement? 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. You will work as an expert in Amazon's end-to-end shopping process and contact handling process, and design processes that enhance customer experience. You will also analyze data to identify root causes of issues stemming from process deficiencies or process failures that hinder customer service quality and productivity improvements. Your goal will be to contribute to achieving KPI targets for the customer service organization. A day in the life of a Process Excellence Specialist may include having 1on1 meetings with the manager, writing up process maps, holding project meetings, and creating project update reports. The ideal candidate will have experience in defining and implementing process improvement initiatives using data and metrics, program or project management, and managing stakeholders in cross-functional projects. They will also have excellent communication skills in both English and Japanese. Preferred qualifications include experience in leading large, cross-functional projects, Six Sigma/ Lean analytical experience, and driving process improvement in the customer service industry. The role requires a strong analytical mindset, excellent communication skills, and the ability to work effectively with stakeholders. If you are interested in a role that leverages your experience and skills in process improvement, this may be the opportunity for you. You will have the chance to work on a variety of projects, analyze data, and design processes that enhance customer experience. You will also have the opportunity to contribute to achieving KPI targets for the customer service organization. The role is ideal for someone who is passionate about process improvement, has excellent communication skills, and is able to work effectively with stakeholders. The following are the key responsibilities of the role:
* 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
* Have 1on1 meetings with the manager and communicate health condition, project status, and next steps
* Spend time writing up the process map and identifying the wastes for a process improvement project
* Hold the project meeting, and check the progress status and potential bottlenecks for each task and next steps with the project members in it
* Create and distribute the project update report to stakeholders and the Customer Service leadership team
* Define, implement, and manage process improvement initiatives using data and metrics
* Manage stakeholders in cross-functional projects
* Have excellent communication skills in both English and Japanese
* Have experience in leading large, cross-functional projects
* Have experience in Six Sigma/ Lean analytical technique
* Have experience of driving process improvement in customer service industry

  • Specialist Process Excellence, Japan Amazon Stores Customer Service

    6日前

    Tokyo Amazon Japan G.K. Full time

    プロセス改善の経験やスキルを活かす業務に興味はありますか? カスタマーサービス部門の内部プロセス向上などを通してより良い顧客体験を追求しませんか? Process Excellence Specialistは、カスタマーサービス部門の一員として、アマゾンのサービス利用時にカスタマーが直面する問題やカスタマーサービスチームが顧客対応業務で直面する問題を分析し、改善することによって解決します。 · Are you interested in a role that leverages your experience and skills in process ...

  • Business Analyst, Japan Amazon Store Customer Service

    15時間前

    Tokyo Amazon Japan G.K. Full time

    About Amazon's Customer Service Team · Amazon's mission is to be 'Earth's most customer-centric company, and our award-winning Customer Service (CS) team is an essential part of that mission. · We are one of the largest customer service organizations in the world, with tens of th ...

  • Senior Operations Manager, Amazon Japan Stores Customer Service

    15時間前

    Tokyo Amazon Japan G.K. Full time

    Senior Operations Manager · The Senior Operations Manager is responsible for leading the Amazon Japan Stores Customer Service (ASCS) operations in Japan. · About this role · Lead customer service sites in Japan and the Virtual Customer Service (VCS) team. · Oversee key performanc ...

  • Operations Program Manager, Japan Amazon Stores Customer Service

    1週間前

    Tokyo Amazon Japan G.K. Full time

    Are you passionate about improving the quality of customer experiences? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, Amazon Cu ...

  • Consumables AVS Research Specialist, ACI

    6日前

    Tokyo Amazon Japan G.K. フルタイム

    【Amazon Vendor Service / Research Specialistの役割】 · アマゾンジャパン消費財事業部では、アマゾンベンダーサービス(AVS)の成長・拡大を担うAVS Research Specialist (リサーチスペシャリスト)を募集しています。 · AVSとはアマゾンにとって重要なビジネスパートナーであるベンダー=メーカーのアマゾンでの成長と満足度向上のために提供されるサービスです。リテール事業にとって重要な領域(品揃えの拡充、在庫・物流の最適化、オペレーションの効率化、カタログ品質、マーケティングなど)を横断的に提供 ...

  • Sr. Program Manager, RME

    15時間前

    Tokyo Amazon Japan G.K. - A43 Full time

    Amazon Japan operates more than 25 Fulfillment Centers (FC) and 50 Delivery Stations (DS) across Japan, with thousands of machines and tens of thousands of employees working in harmony to deliver the right product to the right person, at the right place, at the right time. We at ...

  • Head of Stores Communications, Japan

    6日前

    Tokyo Amazon Japan G.K. - A43 Full time

    Amazon Japan is seeking an experienced strategic, creative and analytical Public Relations professional with a proven track record of developing effective communications programs for large, fast-moving, global organizations. The Head of Store Communications for Japan will drive s ...

  • Risk Manager, JP PSC, JP Trustworthy Shopping Experience

    19時間前

    Tokyo Amazon Japan G.K. Full time

    We are seeking a talented Product Safety and Compliance Manager to support our rapidly growing and evolving Retail and Operations businesses in Japan. · Job Description · The Product Safety and Compliance Manager is responsible for ensuring compliance with all relevant product sa ...

  • Benefit Realization Mgmt PM, JP OPS PM

    5日前

    Tokyo Amazon Japan G.K. - A43 Full time

    Japan Customer Fulfillment Solutions (JCFS) develops innovative fulfillment and automation solutions to deliver excellent customer experience. Our mission is to continuously improve item selection and convenience at a lower price through technological innovations and update our f ...

  • PR Manager, Japan Stores Communications

    6日前

    Tokyo Amazon Japan G.K. Full time

    Amazon is seeking a self-motivated, highly organised and creative communications professional to join the Amazon team in Japan. The individual will be based in Tokyo and will be part of the wider International Stores Communications, developing and leading local Communications and ...

  • ACES Manager, On the road improvement

    19時間前

    Tokyo Amazon Japan G.K. Full time

    Job Description · Program Manager, Amazon Customer Excellence System (ACES) · The Program Manager of the Amazon Customer Excellence System (ACES) team is responsible for improving Quality, speed and cost of our on-road delivery process to expand and optimize our AMZL network acro ...

  • Team Lead, Paid AM, Amazon Marketplace Paid Services

    6日前

    Tokyo Amazon Japan G.K. Full time

    Amazonセラーサービス事業本部は、Marketplace Paid Services (以下AMPS) 部門のマーチャント・コンサルタントをマネージしながらご自身もコンサルタントとしてセラー様にサービスを提供いただけるTeam Leadを募集します。 · Amazon出品サービス はAmazon以外の企業がAmazonのプラットフォーム上に商品を出品、販売を行うことができる企業向けサービスです。2007年4月のサービス提供開始から今日に至る まで、多くの法人企業様(以下「出品者」)に利用され、さらにその数は毎月増えています。Amazonのミッションで ...

  • Technical Operations Specialist

    15時間前

    Tokyo Amazon Web Services Japan GK Full time

    Job Title: Technical Operations Specialist · Location: Asia-Pacific and Japan · Job Summary: · We are looking for a highly motivated and detail-oriented Technical Operations Specialist to join our team. The successful candidate will own and execute technical operations to drive M ...

  • Senior Manager, PdM, JCI

    15時間前

    Tokyo Amazon Japan G.K. Full time

    Job Title: Product Leader · Description: · We are seeking an experienced Product Leader to own and drive the transformation of our reverse logistics, after-market services, and inventory recovery in Amazon Japan. · The Senior Manager Product Manager, JCI leads a team of Senior Pr ...

  • Software Development Manager, JP Manga

    6日前

    Tokyo Amazon Japan G.K. Full time

    Love Manga or Comics? Interested in creating a great customer experience for Amazon's digital Manga business? The Japan Manga business focuses on creating a great customer experience for Manga fans to discover, acquire and read digital Manga. · We are looking for a seasoned leade ...

  • Sr. Programming Manager, Prime Video JP

    4日前

    Tokyo Amazon Japan G.K. Full time

    Come join Amazon Prime Video as we lead the shift towards digital video entertainment and shape the future of movies and television in Japan. Prime Video is a premium streaming service that offers Amazon Prime members access to thousands of movies and TV shows —all on demand, at ...

  • Account Manager

    6日前

    Tokyo Amazon Japan G.K. Full time

    (English version follows Japanese version) · アマゾンジャパンの調達およびインバウンド (サプライチェーン) プログラムスペシャリストチームでのアカウントマネジメントポジションです。熱意を持ち経験豊富な人材を募集しています。このポジションは、高い能力とやる気を備えたチームと協働し、交渉を直接リードし、日本国内の主要小売ベンダーとの関係を管理します。 · 主な責務の一つとして、アマゾンでの在庫調達およびインバウンドプログラムにおける主要窓口及びSMEを務めます。カスタマーはベンダーのサプライチェーン管理チームおよ ...

  • Project Specialist SR Ops JP, Sustainability, GPO

    19時間前

    Tokyo Amazon Japan G.K. - A43 Full time

    Job Title: · Project Specialist SR Ops JP · About the Role: · We are seeking a highly skilled and experienced Project Specialist to join our Global Procurement Sustainability team. As a Project Specialist, you will play a critical role in implementing mechanisms to meet Amazon's ...

  • HR Business Partner

    6日前

    Tokyo Amazon Japan G.K. Full time

    We are looking for a dynamic self-starter professional to join our team as a HR Business Partner (HRBP) / HR Partner (HRP), based in Meguro, Tokyo. At Amazon, we strive to be the Earth's best employer. If you are passionate about driving high-impact and innovative HR programs, th ...

  • Sr Marketing Manager

    15時間前

    Tokyo Amazon Japan G.K. Full time

    Marketing Lead - Japan · We are seeking an innovative, data-driven Marketing Lead to pioneer and scale a high impact, strategic project driving Amazon's growth in Japan. · About the Team: · The JP Customer Growth and Engagement team works to help customers discover the best of Am ...

  • Sr. Specialist, Delivery Experience, Supply Chain Management

    3日前

    Tokyo Amazon Japan G.K. Full time

    アマゾンジャパンは配送のスピードを維持・改善する仲間を募集しています。 · At Amazon, we are working to be the most customer-centric company on earth, where customers can find and discover anything they might want to buy online. The goal of Amazon is to build a world class operation. Japan has one of the most advanc ...