ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System

Descripción

Amazon México – ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System. As an ACES Process Manager focused on DEA (Delivery Experience Accuracy) Process Excellence, you will own the end-to-end identification, analysis, and resolution of delivery promise failures across Mexico's fulfillment network. Beyond data — you will connect the numbers to real-world operations, finding root causes where packages fail, designing corrective actions, and implementing sustainable improvements that protect 130M+ annual customer promises. You will apply Lean Six Sigma methodology (DMAIC) to systematically reduce DEA defects across all owners: Planning Systems, FC Execution, Linehaul, Sort Center, Air, AMZL, and Commercial Carriers. You will lead cross-functional improvement projects, manage stakeholders across 10+ teams, and drive accountability through structured governance mechanisms. • Leading root cause analysis for DEA failures using structured problem-solving (5-Why, Fishbone, FMEA, FFaLS logic) • Owning DMAIC projects targeting the highest-impact defect buckets (Planning Systems, Last Mile, FC Execution, Linehaul) • Connecting data patterns to physical process failures — understanding how a "Rolled Freight" in the data maps to a real truck departure issue at the FC • Designing and implementing corrective actions (process changes, system configurations, SOP updates) with measurable impact on DEA • Building and maintaining Control Plans (SPC, OCAP) to sustain improvements and detect regressions early • Leading Kaizen events and War Rooms during Sev1/Sev2 DEA

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