.This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.Please do not contact the recruiter directly.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.Role Overview: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.Key Responsibilities: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.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 sources 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 solving.Excel/SQL advanced level.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
