Senior Customer Experience Manager, Last Mile Delivery Experience
hace 3 días
We are seeking a highly skilled Senior Customer Experience Manager to join our Amazon team. As a key member of our Last Mile Delivery Experience (LMDX) team, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.
Key Responsibilities- Customer Insights: Develop a thorough understanding of customer needs related to our deliveries. Use that knowledge to create metrics that drive change and enable Amazon to provide an exceptional delivery experience.
- Process Improvement: Lead complex process improvement efforts including scope alignment with local and international teams, data analysis, and presenting results to senior management.
- 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.
- Continuous Improvement: Focus on outcomes for our customers. Identify and own EU initiatives that will continue to optimize our highly customer-focused operational teams. Drive continuous improvement across the business.
- Program Management: Develop and execute weekly and monthly action plans to deliver programs as per roadmap.
- Data Analysis: Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for CX improvements.
- 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.
- Experience developing operational processes and technologies to drive customer experience improvement.
- A passion about insisting on high standards and a customer-centric mindset.
- Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions.
- Highly organized, ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines.
- Bachelor degree.
- Advanced degree (e.g. MBA or PhD).
- BA in a Science or Logistics based discipline, with an analytical, data analysis bias would be advantageous.
- Knowledge of Lean, Six Sigma and Kaizen techniques.
- The ideal candidate has an entrepreneurial mindset, with the tenacity to develop ideas independently and thrives in a fast-paced environment.
- Communication skills are crucial, as well as ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize.
- Experience working within the transportation delivery industry and a solid understanding of carrier operations are advantageous.
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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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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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Madrid, Madrid, España Amazon A tiempo completoAbout the RoleThe 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 ResponsibilitiesCustomer Focus: Develop a thorough understanding of customer needs related to our deliveries and create metrics that drive...
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Madrid, Madrid, España Amazon A tiempo completoAbout the RoleWe are seeking a highly skilled Senior Customer Experience Manager to join our Amazon team. As a key member of our Last Mile Delivery Experience team, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.Key ResponsibilitiesCustomer Focus: Develop a...
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