- Coaches and trains site management, CS Associates and project teams on continuous improvement concepts and methodologies.- Infuse the continuous improvement approach on the EU CS sites by participating in governance meetings.- Performs quantitative analysis of key process indicators to identify opportunities for process improvement.- Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.- Help drive communication, including project updates and other initiatives through approved communication plan.- Collaborate and communicate with other CI Experts on best practices,internal and external bench-marking, talent development, programs of study and knowledge sharing.

People Management:• Leading and developing a team of 12-15 associates; responsible for the overall direction, performance management, coordination and evaluation of the team.• Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality at a site level.• Carrying out supervisory responsibilities in accordance with Amazon.com policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.• Leading site level initiatives, primary owner of a functional responsibilities that impact overall site and may require interface with other sites in network.• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.Project Management:• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.• Assist in developing and implementing training programs to improve the quality and productivity of the team.• Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.• Development, analysis and improvement of new strategies and procedures.• Developing and achieving performance goals and objectives in line with the network wide vision and goals.

• Content creation – writing Facebook and Twitter posts in the official Amazon page/profile, for positive customer engagements.• Events and event planning – planning virtual events related to new launches or promotions.• Customer relations – responsible for customer support – answering questions however they come in (Facebook comment, tweet, DM...) and handling customer escalation.• Analytics – Provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives.

• CS launch readiness and content management.• Review, edit and create (as necessary) internal- and external-facing documentation while adhering to grammar, style, voice and structure of established Amazon editorial standards.• Support, liaise and partner with multiple stakeholders to deliver various editorial projects across the business.• Responsible for writing, publishing and maintaining customer-facing and internal documentation (primarily for the FR Market but also for other EU projects).• Develop material that effectively communicates information to our Customer Service agents and external audiences.

· Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality.· Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams.· Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees up to termination; resolving conflicts.