Investigation Process Improvement Manager, Driver Esclation Hotline

DESCRIPTIONThe 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 actionbased on investigation findings; production of completedinvestigation documentation; Manage assignedcasework 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, ESPBASIC QUALIFICATIONSBachelor 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 QUALIFICATIONSExperience 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.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.Amazon.Jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.#J-18808-Ljbffr