Sr Program Manager, Process Improvement, GCF ACES

**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 at scale. The 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 1–3 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.

Key job responsibilities
Standard Work
- 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
Stakeholder Management
- 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.
Process Path Performance
- 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.
Metrics
- 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.*

A day in the life
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  

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!

About the team
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 products aim to improve business outcomes across People, Defect reduction, DEA, Speed and Productivity. In doing so, we strive to bring parity to regions and develop solutions that are globally scalable and adapted to local levels.

Basic Qualifications

- Experience using data and metrics to determine and drive improvements
- 5+ years of program or project management experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

- 2+ years of driving process improvements experience
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

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.

USA, AZ, Tempe - 115,600.00 - 160,000.00 USD annually
USA, CA, Irvine - 115,600.00 - 160,000.00 USD annually
USA, IL, Chicago - 115,600.00 - 160,000.00 USD annually
USA, IN, Greenwood - 115,600.00 - 160,000.00 USD annually
USA, NJ, Florence - 115,600.00 - 160,000.00 USD annually
USA, NJ, Somerset - 115,600.00 - 160,000.00 USD annually
USA, NY, New York - 127,200.00 - 185,000.00 USD annually
USA, TX, Austin - 115,600.00 - 160,000.00 USD annually
USA, VA, Arlington - 115,600.00 - 160,000.00 USD annually
USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually