Continuous Improvement Program Manager
Technology, Product & Customer Experience | Job ID 2867257Job Summary
ABOUT THIS ROLE
As the Continuous Improvement Program Manager, you will help lead critical operational improvement initiatives to drive process and performance to realize business value. You will be responsible for helping identifying and prioritizing process improvement initiatives, and supporting, coordinating and facilitating structured improvement efforts (short-term and long-term wins) via kaizen initiatives and/or project management (PMP/Scrum). You will aid as a trainer for Lean Six Sigma-based continuous improvement methodologies. You will be fast, clear, and independent thinker who is curious about how processes work, have a analytical mindset and demonstrate leadership abilities. You will be able to see the big picture/whole system, execute on the ground level to improve the overall network, and support adhoc tasks and projects as per business needs. Change management experience is also necessary because you will have to motivate others, collaborate cross-functional and meet the challenges of an extremely deadline-driven environment while achieving impeccable quality.
ABOUT YOU
You're Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them. You're bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization. You're bold. You're a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change. You're passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can’t wait to be part of a customer-centric revolution.
As a Continuous Improvement Program Manager, you will…
- Use knowledge and understanding of Lean and Six Sigma methodologies to improve the capability of their business processes
- Dive deep into every business process and question status quo to improve quality, cost, or time opportunities
- Demonstrate a product-based mindset to deliver value for our customers – prioritizing continuous evolution, data-driven decisions, and customer delight
- Support implementation activities using change management approaches and interact with staff and senior leadership to accomplish project objectives
- Maintain inventory of processes and coordinate updates to the inventory working with various functional team
- Proactively, anticipate, identify, and resolve challenges that may impair the organization’s ability to meet its strategic, financial, and technical goals
- Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives
- Work closely with cross functional teams to gather requirements, articulate new product experiences, and gain alignment from key stakeholders
- Interact with all levels of the organization and be able to document existing Customer Care processes, manage and analyze data, and recommend enhanced processes
ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.
Basic Qualifications
- 3+ years of experience in program or project management delivering cross functional projects
- Proficiency in MS Office products.
Preferred Qualifications
- Experience working in an organization focused on customer experience, preferably Customer Service
- Advanced analytical and statistics experience
- Identify and Validate the impact of improvement opportunities
- Able to transform processes into clear documentation and requirements
- Experience deploying transactional lean, manufacturing lean, variation reduction, and design for six sigma methodologies in both service and software
- Ability to influence business partners to make informed decisions and teams without direct authority
- Ability to handle changing priorities and use good judgment when working in stressful situations
- Strong experience using data and metrics to measure and drive improvements
- Ability to work in a fast-paced environment where continuous innovation is desired
- Self-starter capable of taking initiative and working with minimal direction
- Exceptional collaboration, and communication skills
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.
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.
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Audible Success Profile
Audible is built on a strong foundation as an Amazon subsidiary, so you’ll get to leverage all of Amazon's technologies while still being on a small team with an entrepreneurial spirit. We’re looking for someone who knows how to use data to provide our customers with engaging and inspiring experiences.
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- Curious You are open to others’ perspectives and ideas. When faced with challenges, you stay inquisitive, collaborating and testing different approaches.
- Imaginative You imagine freely and support your colleagues’ own imagining. You ask “What if…?” and employ original thinking in your work.
- Customer Centric You are passionate about creating delightful experiences. Whether you’re working with creators, customers, or colleagues you aim to exceed their expectations in every way.
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- Inventive You express ideas and navigate complex and ambiguous situations in novel ways, even creating new paradigms or structures for others to follow.
- Socially Conscious You’re mindful of the impact we have on each other and apply empathy into your work with colleagues, communities, and customers.
- Effective Communicator By adapting complex information for your audience, you’re able to foster collaboration and have a positive impact on outcomes
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What we can offer you
We are a community of brilliant minds, brimming with fresh ideas and working shoulder to shoulder to achieve greatness. And because of this, we think it’s only fair that we offer some nice little perks to everyone who goes the extra mile at Audible.
Flexible Work
We promote flexibility in how and where we work with our Hub+Home hybrid workplace model.
Health
Dental and vision plans, life insurance, and the medical plan options that suit individual needs.
Savings
Plan for your future with employer-matched savings accounts.
Stock
We grant our employees restricted stock units, because we want them to think and act like owners.
Time Off
We love what we do but everyone needs the opportunity to hit the refresh button. Take advantage of vacation days, sick days, and personal days to rejuvenate.
Community
We are committed to building and sustaining a diverse and inclusive culture and community. Audible’s Impact Groups encourage an environment where you can be you, and bring your whole self to work.
Amazon Discount
As part of the Amazon family, Audible employees are entitled to a discount on products on Amazon.
Learning & Development
We want to help you grow with learning and development programs, leadership training and tuition reimbursement.
Be Customer Obsessed
Imagine & Invent Before They Ask
Articulate The Possible & Move Fast To Make It Real
Study & Draw Inspiration From Culture & Technology
Activate Caring
Audible's People Principles celebrate who we are and where we've been, and guide the way we work shoulder to shoulder to enhance the lives of our millions of customers around the world. They reflect and apply to everyone who works at Audible—the entrepreneurs and operators, the dreamers and the doers, those who have worked here for 25 years and those who have arrived in the past few weeks and months.
View all Our People Principles
Community Impact
At Audible, we seek to exemplify what a company can mean beyond what it does. We recruit and cultivate local talent, and we drive forward a wide range of initiatives focused on returning Newark to its roots as a hub of innovation. Our global offices embrace the same principle, and our employees around the world volunteer and serve in their communities in addition to seeding and growing the local creative economy.
Learn more
Location Benefits
Our Newark office is at the heart of the audio revolution. We stay inspired by visiting creatives, guest speakers, professional development, and community engagement. We fuel our ideas with daily catered lunch and then take in local culture or hang out with colleagues at weekly happy hours. Getting here is easy with free parking or transit perks, and employees who move to the neighborhood enjoy our monthly Live Local housing subsidy.
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