Sr Customer Experience Mgr, On Road Delivery Service

DESCRIPTION

Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the AMZL EU On Road Delivery Strategy team is looking for a Customer Experience Manager to manage large-scale programs that improve the delivery success and customer experience and find ways to positively surprise our customers with our services.

As a Sr. Customer Experience Manager, you will be responsible for developing and implementing programs that improve both customer experience and efficiency. Achieving such aspirational goals will require insisting on the highest standards, developing and iterating on new processes, and driving continuous improvement activities internally and externally. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and to create and execute a Delivery Strategy project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis.

Key job responsibilities
- Customer-Focus: Develop a thorough understanding of customer needs related to our deliveries and returns. Use that knowledge to create metrics that drive change and enable AMZL to provide an exceptional experience.
- Deliver Results: Lead complex process improvement efforts, align scope with local and international teams, analyze data, and present results to senior management. This includes the development and execution of weekly and monthly action plans to deliver programs as per the defined roadmap.
- Manage Ambiguity: Understand complex business problems and manage competing priorities ensuring critical projects get realized.
- 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. Work alongside stakeholders to define and execute innovative solutions for your customers while influencing with and without authority.
- Drive best practices with a focus on outcomes for our customers. You will identify and own EU initiatives that will continue to optimize our highly customer focused operational teams. You will drive continuous improvement across the business.

BASIC QUALIFICATIONS
- project/program management experience including proven ability to manage large 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 process 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 tasks and projects with little to no guidance and tight deadlines
- Bachelor degree

PREFERRED QUALIFICATIONS
- 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
- 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.