**Experienced Process Improvement Professional – Amazon Customer Excellence System (ACES) Expert**

Are you a seasoned process improvement expert with a passion for driving high-impact results and transforming the way businesses operate? Do you thrive in fast-paced, customer-centric environments where no two days are ever the same? If so, we invite you to join arenaflex as an Amazon Customer Excellence System (ACES) Expert, where you'll have the opportunity to leverage your expertise to drive operational excellence and deliver exceptional customer experiences. At arenaflex, we're committed to creating a culture of continuous improvement, where our teams are empowered to innovate, experiment, and learn from their experiences. As an ACES Expert, you'll be part of a dynamic team that's dedicated to eliminating defects, improving customer experiences, and driving long-term results. With a strong focus on process improvement, data-driven decision-making, and stakeholder management, you'll play a critical role in shaping the future of our organization and making a lasting impact on our customers. **A Day in the Life of an ACES Expert** As an ACES Expert, your days will be filled with collaborating with cross-functional teams, driving complex projects forward, and finding innovative ways to enhance operational efficiency. You'll own the communication and status updates, manage risks and dependencies, and leverage continuous improvement methodologies to identify areas for optimization. Whether you're leading a roll-out, troubleshooting bottlenecks, or presenting to leadership, you'll be at the forefront of driving tangible improvements that transform the way we do business. **Key Responsibilities** As an ACES Expert, you'll be responsible for: * Managing complex, cross-functional projects from inception to completion, ensuring high-quality results that meet business goals * Partnering with stakeholders to secure resources, scope efforts, and set milestones to drive successful program delivery * Communicating program status, risks, and mitigation plans to leadership, influencing decisions without direct authority * Contributing to team and organization documents (e.g., project/program requirements and roadmap, status, tenets, business reviews, and operational planning) * Meeting timelines and minimizing disruption to partner teams, proactively managing schedule and risks * Accelerating progress by driving timely decisions, clearing blockers, and escalating appropriately * Looking for opportunities to improve system quality and operational excellence * Solving ambiguous problems through the application of Lean/Six Sigma methodologies such as value stream mapping, kaizen, process mapping, data collection, waste analysis, inferential statistics, hypothesis testing (Minitab), and design of experiments **What We're Looking For** We're seeking a highly skilled and experienced process improvement professional who can: * Work independently, seeking guidance as needed, to successfully manage difficult projects across teams * Demonstrate strong problem-solving and critical thinking skills to identify root causes, mitigate risks, and drive timely decisions * Exhibit excellent communication and stakeholder management abilities to translate complex information and influence without authority * Have hands-on experience leading Lean, Kaizen, DMAIC, or other continuous improvement initiatives * Possess proficiency with statistical analysis, data visualization, and translating insights into practical business solutions * Demonstrate a passion for driving operational excellence and a track record of improving team processes and metrics * Have a minimum of 3 years of hands-on experience utilizing process improvement tools and methodologies **Essential Qualifications** * 3+ years of program or project management experience * Experience using data and metrics to determine and drive improvements * Experience working cross-functionally with tech and non-tech teams * Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT, or equivalent * 3+ years of managing stakeholders in cross-functional project experience * Experience of Six Sigma/Lean analytical techniques * Lean/Six-Sigma Green Belt certificate * 3+ years of defining and implementing process improvement initiatives using DMAIC * Experience leading Gemba and Kaizen events * Experience using at least one of the following tools: Minitab, JMP, Visio, or Figma **Preferred Qualifications** * Master's degree * Experience implementing repeatable processes and driving automation or standardization * PMP certificate * Lean/Six Sigma Black Belt **About arenaflex** arenaflex is a dynamic and innovative organization that's committed to creating a culture of continuous improvement. We're passionate about delivering exceptional customer experiences and driving long-term results through process improvement, data-driven decision-making, and stakeholder management. Our team is dedicated to empowering our employees to innovate, experiment, and learn from their experiences, and we're looking for like-minded individuals to join our journey. **Benefits and Compensation** As an ACES Expert at arenaflex, you'll enjoy a comprehensive benefits package that includes: * Medical, dental, and vision coverage * Maternity and parental leave options * Paid time off (PTO) * 401(k) plan * Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package Our compensation reflects the cost of labor across several US geographic markets, and pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. **How to Apply** If you're a motivated and experienced process improvement professional who's passionate about driving high-impact results and transforming the way businesses operate, we invite you to apply for the ACES Expert role at arenaflex. Please submit your application via our internal or external career site, and we'll be in touch to discuss your qualifications further. **About the Amazon Customer Excellence System (ACES)** The Amazon Customer Excellence System (ACES) is the management philosophy and practice used by Customer Service to eliminate defects and improve customer experiences. To add value and achieve long-term results, we have adopted the following tenets: * Human experience comes first. In a conflict between prioritizing between high dollar impact and egregious human experiences (either a customer or employee), the latter wins. * Culture enablers. We amplify the long-term value of continuous improvement by providing others with the tools and mechanisms they need to solve problems independently. * It is ok to fail. We look for ways to say yes and experiment when facing two-way door decisions, because we can iterate, fix it, and learn from it. * Process oriented. We believe optimizing processes will improve customers' experiences instead of managing output metrics. * Deep continuous improvement methodology: Our differentiator is our continuous improvement mastery; we invest our resources in process efficiency and root cause elimination over generic program or project management needs. We're excited to hear from you and explore how you can contribute to our mission to deliver exceptional customer experiences and drive long-term results through process improvement, data-driven decision-making, and stakeholder management. Apply for this job