Amazon Jobs

Description

Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the AMZL EU Last Mile Delivery Experience (LMDX) team is looking for a Customer Experience Manager to manage large-scale programs that improve the customer experience and find ways to positively surprise our customers with our services.

As Customer Experience Manager, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements. Achieving such aspirational goals will require diving deep into the CX metrics to find out the main opportunities, havign bias for action to develop and iterate on new processes until achieving the desired results while managing multiple stakeholders with different priorities. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and to create and execute a Delivery Experience project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis.

Key job responsibilities

• Customer-Focus: Develop a thorough understanding of customer needs related to our deliveries. Use that knowledge to create/improve metrics that drive change and enable AMZL to provide an exceptional delivery experience.

• Dive deep: Identify and analyse data to isolate issues, find out the root causes of plan vs. actual deviations and identify new business opportunities.

• Deliver Results: Develop and execute weekly and monthly action plans to deliver programs as per roadmap. Lead complex process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management.

• Manage Ambiguity: Understand complex business problems and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.

• Stakeholder management: Build trustworthy relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.

We are open to hiring candidates to work out of one of the following locations:

London, GBR

Basic Qualifications

• Project/program management experience including proven ability to manage large and complicated projects with experience leading cross-functional projects • Results driven individual with strong proactiveness • Business judgment with a track record of successfully delivering quantifiable results. • Experience developing operational process and technologies to drive customer experience improvement. • Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions. • Ability to complete a high volume of tasks and projects with little guidance and tight deadlines • Business analytics, with high dive deep skills and extense knowledge on Excel and Sql, to be capable of running queries to obtain the data and manage it through excel to find out the opportunities / deviations • Bachelor degree

Preferred Qualifications

• Advanced degree (e.g. MBA or PhD) • Business Analytics in a Science or Logistics based discipline, with an analytical, data analysis bias would be advantageous • Knowledge of Lean, Six Sigma and Kaizen techniques • The ideal candidate has an entrepreneurial mindset, with the tenacity to develop ideas independently and thrives in fast-paced environment. • Communication skills are crucial, as well as ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize. • Experience working within the transportation delivery industry and a solid understanding of carrier operations are advantageous.

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