Process Improvement Specialist 3 - AMXL ACES Customer Experience

Description

The Amazon Extra Large (AMXL) ACES End-to-End Customer Experience (E2E CX) team is seeking an innovative, customer-obsessed, and results-driven individual to develop strategies and drive measurable improvements across the AMXL network. This highly visible, strategic role will support one of the team's core focus areas within Quality, Concessions, or Delivery Estimate Accuracy (DEA), with the overarching goal of improving the end-to-end customer experience across First, Middle, and Last Mile operations.

As a Senior Process Improvement Specialist on the E2E Customer Experience team, you will focus on developing and executing long-term initiatives that improve operational performance and customer experience. This includes establishing strategies and goals, analyzing performance trends, identifying opportunities for improvement, developing scalable solutions, and driving adherence to operational standards. You will leverage data analytics, statistical methodologies, artificial intelligence (AI), and emerging technologies to solve complex business problems and improve decision-making. This role requires strong program management capabilities and the ability to collaborate across diverse, cross-functional stakeholder groups to drive alignment, execute initiatives, and deliver measurable results.

To be successful in this position, you must be able to operate independently in a fast-paced, highly demanding, and often ambiguous environment while maintaining strong attention to detail. You will demonstrate exceptional analytical, written, and verbal communication skills, including the ability to translate complex data into actionable insights, develop compelling business narratives, and present strategies and recommendations to senior and executive leadership. The ideal candidate will have a proven track record of influencing stakeholders, navigating ambiguity, and scaling programs that deliver sustained business improvements.

Key job responsibilities
- Develop and execute end-to-end customer experience strategies across AMXL's First, Middle, and Last Mile operations, with a focus on improving Quality, Concessions, and Delivery Estimate Accuracy (DEA).
- Establish strategic goals, performance metrics, and mechanisms to measure progress, identify gaps, and drive sustained improvements in customer experience and operational performance.
- Analyze network performance, customer experience metrics, and operational trends to identify defects, determine root causes, and prioritize improvement opportunities.
- Leverage data analytics, statistical analysis, and quantitative methodologies to evaluate performance, validate hypotheses, measure initiative effectiveness, and make data-driven decisions.
- Establish and continuously improve network-wide standards, processes, and operating mechanisms to reduce variation, improve consistency, and drive adherence across AMXL operations.
- Partner with Field Operations and cross-functional stakeholders to implement standards, establish accountability mechanisms, and drive sustained compliance and performance improvement.
- Identify opportunities to improve customer experience through innovation, process simplification, standardization, automation, and scalable solutions.
- Effectively leverage artificial intelligence (AI) and emerging technologies to accelerate analysis, improve decision-making, automate processes, and develop innovative solutions to complex business problems.
- Act quickly to investigate and resolve network-level quality, customer experience, and process escalations, implementing sustainable corrective and preventive actions.
- Develop clear, concise, and data-driven written narratives, business reviews, strategic proposals, and recommendations that articulate complex problems, proposed solutions, and measurable business impacts.
- Present strategies, performance insights, and business recommendations to senior and executive leadership, influencing decisions, securing alignment, and driving organizational priorities.
- Provide network-level direction on strategic initiatives, process changes, program implementations, and performance improvement efforts.
- Work autonomously to identify and solve complex business problems, understanding operational constraints, scalability considerations, dependencies, and long-term customer impacts.
- Partner with Operations, Technology, Finance, and other cross-functional stakeholders to align priorities, coordinate resources, and execute initiatives that improve end-to-end customer experience.
- Identify and address gaps between teams, processes, and systems, driving cross-functional alignment, clear ownership, and effective mechanisms to prevent recurring defects.
- Proactively identify and mitigate operational and program risks, removing barriers to execution and ensuring initiatives deliver measurable, sustainable results.

Up to 50% travel required, 75% during peak season.

This role can be located anywhere in the US.

A day in the life
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  

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!

Basic Qualifications

- Experience handling multiple competing priorities and complex projects with multiple stakeholders (e.g. definition of accurate network expansion plans, vendor development, quality assurance, design and cost improvement, team and stakeholder engagement)
- Bachelor's degree or above in engineering, project management, operations, logistics, supply chain or related field
- Experience working in an operations, supply chain, transportation, project management or management consulting role

Preferred Qualifications

- Speak, write, and read fluently in English
- Experience in lean or six sigma methodologies for operational, process, and performance improvement projects including process mapping and process re-design
- Proficiency in AI usage and development, data and statistical analytics (i.e., Excel, SQL, Python), writing, and presenting to executive level leadership.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.