Investigation Process Improvement Manager, Driver Esclation Hotline

DESCRIPTION

The Amazon Logistics EU Deliver Service Partners (DSP), Engagement and Escalations team owns all EU wide initiatives in Driver and DSP engagement and escalations. Our team provides the global Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders, while protecting customer experience.

The Investigator Manager will carry out critical driver incident investigations and establish, expand and standardize our team's internal investigation processes. The Driver Incident Escalations process is to ensure fair and respectful treatment of Drivers. You contribute to re-active critical cases but also future pro-active incident mitigation.

Your role and responsibilities:
• Investigate claims with different levels of severity;
• Deep Dive on data from various internal systems; propose remedial action based on investigation findings; production of completed investigation documentation;
• Manage assigned casework and close investigations by meeting the expected quality and SLAs;
• Consult and collaborate with business partners across (DSP Management, Corporate ER teams, Legal teams, PR and 3rd Party Vendors, Audit and Compliance)

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

Madrid, M, ESP

BASIC QUALIFICATIONS

- Bachelor Degree.
- Fluent English, French and German (written and verbal communication).
- Experience in Excel, data analysis and reporting.
- Experience in managing stakeholders in medium - large organisation.

PREFERRED QUALIFICATIONS

- Experience in employment law, labor relations issues and human resources.
- Fluent in Romanian.
- Experience in managing projects.
- Experience in improving processes.
- Experience in risk/incident management dealing with simple to medium complex investigations.
- SQL, scripting and or coding experience is a plus.

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