Experience Inc. Jobs

Description

Amazon Store Customer Service is seeking a Delivery Experience - Transportation Program Manager with project management experience to help us continue to improve our delivery processes in Italy and Spain.

The role is to be the Voice of Delivery Experience, analyzing the processes and understanding areas for improvement. The successful candidate will report directly to the Sr Program Manager Delivery Experience IT & ES and will focus on IT and ES Customer service relationships with key transportation/logistics partners.

The role can be based in Milan (LIN11) or Cagliari (CAG10) office.

At Amazon, we're working to be the most customer-centric company on earth. Customer Service is at the heart of what we do. This role will look after the steps of the customer’s journey from the moment an order is placed through all consequent logistics phases until it reaches the customers. You will be working with multiple teams including CS, Transportation, Amazon Logistics, Fulfillment Centers, to understand, analyze, report and driving solutions to remove defects while improving the delivery experience. We are looking for a talented Program Manager with a proven ability to manage, influence, and engage a broad group of stakeholders using clear communication together with ability to prioritize well. Excellent written and verbal communication skills are essential.

Basic qualifications

• Fluent Italian and English are mandatory. Spanish is preferred.

• Bachelor's degree in Management, Business Administration, or a related area.

• Strong analytical skills, ability to dive deep through multiple source of data and root cause prioritization.

• Flexibility to deal with ambiguity and respond quickly to changes and re-prioritize in the face of emerging issues while driving problem solve.

• Excel/SQL advanced level

Key job responsibilities

Responsibilities include, but are not limited to:

• 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

About the team

We are the empty chair in the room that represents the Customer. We collect the Voice of our Customers and engage with all teams within the company to remove friction from Customers' journey on Amazon. We are successful when we continuously improve the overall Customer Experience by reducing customers' effort, eliminating defects and related costs.

Basic Qualifications

• Bachelor's degree

• Knowledge of Excel and SQL at an advanced level

• Experience in program or project management

• Experience working cross functionally with tech and non-tech teams

• Experience in defining and implementing process improvement initiatives using data and metrics

• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience in logistics/operations

• 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

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