Continuous Improvement Manager ( {{city}})

Job Title: Continuous Improvement Manager Location: Arlington, VA Duration: 12+ Months (Potential Multi Year Contract) Key responsibilities: Work cross-functionally with teams to effect department-wide performance improvement with our internal and external partners by designing and implementing processes, metrics, and programs that enhance the end-to-end customer experience Develop listening mechanisms, to include cross-functional meetings and improvement projects related to timeliness and quality of service delivery Define monthly Continuous Improvement team communication strategy, sharing successes and engaging Operators to learn about continuous improvement methodologies Analyze operations to identify key metrics and opportunities for effective business operations Develop pipeline that ingests and prioritizes high impact projects that require quick action to resolve employee pain points Establish and manage regular operational reviews and performance reporting. Includes coordinating with the necessary stakeholders, ensuring information is relevant, accurate, easy to consume, and conveys improvement opportunities Facilitate meetings while also providing feedback and insight (i.e., Voice of the Operator intake review, roadmap prioritization, etc.) Define and drive project plans in an ambiguous, fast-paced environment Work with program managers, operations leaders, and the leadership team to communicate the impact of critical business initiatives in a global setting Influence design and development of strategic processes Develop audit mechanism for completed projects to verify sustained impact Potential ability to travel both domestically and internationally 25% Basic Qualifications: Bachelor's degree 6+ years' experience in operations leadership, business consulting, program management, or project management experience 4+ years' experience in delivering results related to quality and/ or efficiency improvements 4+ years' experience leading process improvement teams Detail oriented, excellent analytical, verbal, and written communication skills, especially narrative writing High levels of integrity and discretion in handling confidential information Preferred Qualifications: Advanced degree Six Sigma Black Belt or Lean Certification Analytical experience using Control Charts, Hypothesis Testing, Regression Analysis, and other statistical tools Experience identifying, analyzing, and solving ambiguous problems with an extreme attention to detail Passion for technology, curiosity to dive deep into Amazon's suite of technical products and commitment to learning and expanding technical knowledge Able to prioritize in complex, fast-paced environment Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels Strong change management and influencing skills; ability to negotiate and communicate across all levels of the organization Demonstrated experience and proficiency in effective written and verbal communication

Created: 2025-09-09