Continuous Improvement Program Manager

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

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.- Lean/Six Sigma Yellow Belt Certification
- 3+ years of experience in program or project management delivering cross functional projects
- Proficiency in MS Office products.- Lean/Six Sigma Green Belt
- 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.