Sr Program Manager, Process Improvement, GCF ACES

Sr Program Manager, Process Improvement, GCF ACES

Job :  |  Services LLC

Location is flexible. The Global Customer Fulfillment (GCF) Amazon Customer Excellence System (ACES) team is seeking a Process Improvement Specialist to drive network-wide projects and innovate new processes  individual will be a Process Path Owner (PPO) within ACES, where you are responsible for defining and maintaining the highest standards within your area of ownership. You are the subject matter expert (SME) for your process path, ensuring that all stakeholders—Operations, Central OPS, Tech, and ACES—are aligned with the right standards, tools, and mechanisms to drive performance.

The role is flexible in terms of location, but requires reporting to an on-site office.

Your role goes beyond maintaining the current state; you are expected to think big, define a 1–5 year vision, and drive continuous improvement through scalable solutions. Your success is measured by how effectively you establish standard work, enable adoption, and make process adherence automatic rather than audit-dependent.

The Process Improvement Specialist role will challenge you to push boundaries and lead transformative innovation while having the autonomy to make rapid data-driven decisions and invent on behalf of Fulfillment Center (FC) Operators and Associates. In this role, you will work cross-functionally with members from various teams, including Operations, Amazon Fulfillment Technologies (AFT), Supply Chain Optimization Technology (SCOT), QuBIT, Global Logistics, Inbound Supply Chain, Finance, etc...

to deploy solutions at scale.

• Define standard work for your process path for associates and managers.
• Document standards for the “Gold Standard” for station design
• Ensure inaccurate / conflicting content is deprecated

• Be the central leader between Tech, Central Ops (PE, learning, etc..), Programs, Safety and Operations.
• Design feedback loops with customers to identify top priorities.
• Define a clear roadmap with Tech, ensuring prioritization aligns with business needs.

• Conduct current state analysis to identify performance, key pain points and inefficiencies.
• Develop short-term actions (0 – 3 months) and long-term (1–3 years) roadmaps.
• Implement continuous improvements through Kaizens, automation, and tech investments.
• Peak Expectations & Retrospective — Drive conversation for readiness for peak periods by analyzing past data, defining key operational thresholds, and conducting post-peak evaluations to improve future performance.

• Own business logic and act as the source of truth for process path metrics.
• Define critical metrics and set targets, upper and lower thresholds.
• Deprecate outdated metrics.

This role requires 50% travel within the United States.

You will start by looking at key metrics in your process path and for the programs you support. You will visit a site to that is in Alpha testing and work in path with associates to understand what is and is not working well for your your programs and products. You will lead stakeholder alignment calls to define the path forward and update stakeholders on testing.

You will lead training sessions for leaders on how to leverage the tool or product.

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

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,

GCF ACES’ mission is to raise the bar on Amazon's customer experience by delivering holistic solutions that optimize process, tech and systems across the supply chain while balancing short, mid, and long-term value stream. Our key programs and…