Delivery Experience Transportation Program Manager

hace 4 semanas


Madrid, Madrid, España Mygwork A tiempo completo

Amazon Store Customer Service is seeking a Delivery Experience Transportation Program Manager to help us 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.

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 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.

Key job 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.

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. 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 to know more about how we collect, use and transfer the personal data of our candidates.



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