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DESCRIPTION: Amazon Store Customer Service is seeking a Delivery Experience - Transportation Program Manager with project management experience to help us continue to improve our delivery processes.
The role is to be the Voice of Delivery Experience, analysing the processes and understanding areas for improvement.
This role can be based in Madrid At Amazon, we're working to be the most customer-centric company on earth.
Customer Service is at the heart of what we do.
Are you interested in joining our acclaimed Amazon's Customer Service team to help shape the future of Amazon Customer Service in IT and ES, reporting directly to the Sr Program Manager Delivery Experience IT & ES, and being involved in some of the most exciting initiatives for our employees and customers?
This role will be focused on improving delivery experience to customers.
The successful candidate will manage the Customer service relationship with key retail and transportation partners.
The role will help drive Amazon's Customer Service strategy and find innovative and highly effective ways of working in the IT and ES Customer Service organisations.
In this role, you will be coordinating major, high impact Customer Service cross-functional projects in a multi-cultural environment that directly impact our customer experience with a key objective to reduce the need for a customer to contact Amazon Customer Service and reducing defects by building a best-in-class delivery experience.
For this role, we are looking for a talented Program Manager who can prioritize well, communicate clearly and has a consistent track record of successful project delivery including creating new processes, implementing change and managing complex projects with often conflicting requirements.
Proven ability to manage, influence, and engage a broad group of stakeholders is a must.
Excellent written and verbal communication skills are essential.
Basic qualifications • Spanish and English are mandatory.
• Bachelor's degree in Management, Business Administration, or a related area • Strong analytical skills and ability to dive deep through multiple source of data to provide clear reporting of issues, root causes and how they affect customers • Flexibility to deal with ambiguity and respond quickly to changes and re-prioritize in the face of emerging issues while driving problem solve.
• Excel/SQL advanced level Key job responsibilities Responsibilities include, but are not limited to: • Completing analysis of processes and procedures with a mind to improve the Delivery Experience and its key metrics • Building and driving innovative solutions to improve the delivery experience and performance metrics • Ensuring communication bridges are initiated and upheld between transportation teams, carriers and customer service.
• Proactively manage large scale impacting issues About the team We are the empty chair in the room that represents the Customer.
We collect the Voice of our Customers and engage with all teams within the company to remove friction from Customers' journey on Amazon.
We are successful when we continuously improve the overall Customer Experience by reducing customers' effort, eliminating defects and related costs.
BASIC QUALIFICATIONS: - Bachelor's degree - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience in program or project management - Experience working cross functionally with tech and non-tech teams - Experience in defining and implementing process improvement initiatives using data and metrics - Experience defining program requirements and using data and metrics to determine improvements PREFERRED QUALIFICATIONS: - Experience in driving end to end delivery, and communicating results to senior leadership - Experience leading process improvements - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules Amazon is an equal opportunities employer.
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