Delivery Experience Program Manager
hace 3 semanas
Amazon Store Customer Service is seeking a talented Program Manager to help us improve our delivery processes. As the Voice of Delivery Experience, you will analyze processes and identify areas for improvement.
This role can be based in Madrid and is part of Amazon's Customer Service team, which is at the heart of what we do. We're working to be the most customer-centric company on earth.
The successful candidate will manage the Customer service relationship with key retail and transportation partners, drive Amazon's Customer Service strategy, and find innovative ways of working in the IT and ES Customer Service organisations.
You will be coordinating major, high-impact Customer Service cross-functional projects in a multi-cultural environment that directly impact our customer experience. Your key objective will be to reduce the need for a customer to contact Amazon Customer Service and reduce defects by building a best-in-class delivery experience.
We are looking for a talented Program Manager who can prioritize well, communicate clearly, and has a consistent track record of successful project delivery. Proven ability to manage, influence, and engage a broad group of stakeholders is a must.
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 managing large-scale impacting issues.
Requirements:
- 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.
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.
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