Senior Customer Experience Manager, Last Mile Delivery Experience
hace 3 días
About the Role
The Amazon EU Last Mile Delivery Experience (LMDX) team is seeking a Senior Customer Experience Manager to lead large-scale programs that improve the customer experience and drive measurable results.
Key Responsibilities
- Customer Focus: Develop a thorough understanding of customer needs related to our deliveries and create metrics that drive change to provide an exceptional delivery experience.
- Deliver Results: Lead complex process improvement efforts, including 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 to ensure 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.
- Drive Best Practices: Focus on outcomes for our customers and identify and own EU initiatives that will continue to optimize our highly customer-focused operational teams.
- Develop and Execute: Weekly and monthly action plans to deliver programs as per roadmap.
- Identify and Analyze: Data to isolate issues, develop solutions, and prioritize opportunities for CX improvements.
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.
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Madrid, Madrid, España Amazon Spain Services, S.L.U. A tiempo completo**Job Summary**Amazon Spain Services, S.L.U. is seeking a highly skilled Senior Customer Experience Manager to join our Last Mile Delivery Experience team. As a key member of our team, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.**Key...
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