Program Manager, ACES, OPTIMA, OPTIMA

About the job

The OPTIMA team is seeking an experienced Program Manager to drive scalable and streamlined continuous improvement initiatives across multiple sites.

In this role, you will drive a continuous improvement roadmap, lead and facilitate Kaizen events, and implement continuous improvement tools with an aim to improve operational efficiency and enhance annotation quality, directly contributing to CX improvement. You will support stakeholders’ build, test, and deploy cross-functional solutions to address a wide variety of critical business problems. You will take complex opportunities and break them down into manageable pieces, then ensure timely delivery of solutions in time. You will identify technical/resource options to successfully deliver and drive adoption of solutions. You will assess costs, benefits and ROI, identify/mitigate risks, manage escalations, and balance business needs with technical constraints.

Key job responsibilities As an ACES Program Manager, you will: • Lead Improvement Projects / Kaizen events (Lean, DMAIC, DFSS, etc.) to bring together cross-functional teams to identify opportunities and achieve targeted performance improvement in a compressed timeframe • Bring your expertise, problem solving skills, and creativity to add value to our team • Unify distributed efforts and own the plan to deliver quality outcomes for our customers • Work across orgs to ensure we continue integrating internal support capabilities with best-in-class customer experience as new services and features are launched • Manage programs to continuously improve our organizational efficiency • Promote the use of Lean and Six Sigma principles • Provide thought leadership and influence change at all levels of the organization • Manage projects ensuring on-time delivery of commitments through planning, execution, engagement, documentation, and monitoring of project/program work • Serve as process guardian in assigned process areas for the change management process • Partner with tech organization on business requirement documents (BRD) • Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones and performance across all projects • Audits completed projects to verify sustained impact

About the team OPTIMA is a global team and enables Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging advanced technology alongside our operational excellence. We enable shopping feature teams to deliver superior CX quality by providing them with reliable and comprehensive insights and ground truth data to measure and train ML (Machine Learning) models and handle annotation and Root Cause Analysis (RCA) across 10+ different languages

Basic qualifications - Bachelor's degree - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - Experience in creating process improvements with automation and analysis, or experience delivering results for large, cross-functional initiatives/projects - Lean Six Sigma Green Belt or Black Belt certification

Preferred qualifications - Advanced degree, or MBA - Experience with high-level negotiation and successful internal and external relationship management - Independently manages workstreams while collaborating across teams - Assisting teams in presenting data and conclusions clearly

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.