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Senior Customer Experience Manager, Last Mile Delivery Experience

hace 2 meses

Madrid Centro, Madrid, España Amazon A tiempo completo
About the Role

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 team, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.

Key Responsibilities
  1. Customer Focus: Develop a thorough understanding of customer needs related to our deliveries and create metrics that drive change and enable Amazon to provide an exceptional delivery experience.
  2. Deliver Results: Lead complex process improvement efforts, including scope alignment with local and international teams, data analysis, and presenting results to senior management.
  3. Manage Ambiguity: Understand complex business problems and manage several competing priorities, ensuring critical projects remain visible to senior leadership and stakeholders.
  4. 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.
  5. 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.
  6. Develop and Execute: Weekly and monthly action plans to deliver programs as per roadmap.
  7. Identify and Analyze: Data to isolate issues, develop solutions, and prioritize opportunities for CX improvements.
Requirements
  1. Project/program management experience, including proven ability to manage large and complicated projects with experience leading cross-functional projects.
  2. Results-driven individual with strong proactiveness.
  3. Business judgment with a track record of successfully delivering quantifiable results.
  4. Experience developing operational processes and technologies to drive customer experience improvement.
  5. A passion for insisting on high standards and a customer-centric mindset.
  6. Strong communication skills with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions.
  7. Highly organized, with the ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines.
  8. Bachelor's degree.
Preferred Qualifications
  1. Advanced degree (e.g., MBA or PhD).
  2. BA in a Science or Logistics-based discipline, with an analytical, data analysis bias.
  3. Knowledge of Lean, Six Sigma, and Kaizen techniques.
  4. The ideal candidate has an entrepreneurial mindset, with the tenacity to develop ideas independently and thrives in a fast-paced environment.
  5. Communication skills are crucial, as well as the ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements, and prioritize.
  6. Experience working within the transportation delivery industry and a solid understanding of carrier operations are advantageous.