The Head of Process Excellence is responsible for leading a team that will overview Business Coach (BC) standard work and organization health, DSP Learning and create and lead a team to drive excellence in the programs that are deployed in EU that impact both DSPs and BCs. In this crucial leadership position, you will drive the optimization and continuous improvement of our core training, standards, and integration functions to ensure seamless experiences for our external customers.
Key job responsibilities
Monitor industry benchmarks and standards to enhance the support we provide to our Delivery Service Partners
Lead the ongoing development and scaling of our BC Standards offerings, working closely with subject matter experts to build comprehensive training and certification programs for our network of Business Coaches
Establish robust Process Integration mechanisms to closely monitor execution, identify opportunities for optimization, and drive iterative improvements across the organization
Collaborate with the Transport Integration team to ensure our process and training initiatives seamlessly support the end-to-end experience for DSPs
Partner with the EUDSPM team to identify and implement process efficiencies that benefit the entire BC organization and our external customers
About the team
The role sits in the European DSP team. The leader in this role will need to operate in a highly matrixed organization working cross functionally and often times influencing without authority. This is a highly visible role and you will need to demonstrate extensive expertise and recognized high judgment as you will be responsible for designing long term strategies and mechanisms to ensure right outcomes for the entire DSP program, while at the same time guaranteeing that the organization brings value to operations leaders. You will be expected to raise the bar and establish structures that deliver business, value, develops leaders, and drives a culture of alignment with our Leadership Principles
We also will hire in any other of the EU DSP hubs (EU Corp offices)
8+ years of experience leading organizational transformation, process optimization, and customer-centric service delivery initiatives
Proven track record of driving operational efficiency improvements that enhance the experience of external stakeholders
Deep understanding of training program development, integration, and continuous improvement
Ability to analyze industry benchmarks and translate data-driven insights into actionable strategies
Excellent project management, change management, and cross-functional collaboration skills
Experience serving the needs of external customers, with a demonstrated commitment to exceptional service
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