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Process Improvement Manager EU Escalations


At Amazon, we are working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of innovating new products and services in the last mile delivery space. Come join the team and support us make history!We are looking for a Process Improvement Manager EU Escalations, who will be responsible for ensuring that we have the most efficient and effective processes and reporting in place to act upon and resolve customer escalations in relation to Amazon Logistics (AMZL) deliveries. They will encourage process improvement efforts in order to understand patterns and trends and identify root causes with the goal to eliminate future escalations by initiating projects and programs to remedy root causes. In your role, you will cooperate closely with customer service, the in-country Delivery Service Provider (DSP) teams and your counterparts in North America to ensure that all escalations are resolved to the highest satisfaction. The Process Improvement Manager EU Escalations role enables a single threaded process owner for the AMZL and Customer Service (CS) team to leverage when escalating customer’s issues related to drivers. They assists the in-country DSP teams in dealing with such issues and assist them to adhere to the correct escalation processes.Roles and Responsibilities:· Define and continuously improve the processes, reporting and Standard Operating Procedures for escalations handling, investigation and resolution· Coordinate the relationship and contracts with 3rd party providers· Work with key stakeholders across AMZL and CS to improve the customer experience and develop mechanisms that support operational excellence· Regularly provide senior management with insights and updates on projects progress· Build a solid foundation of knowledge around AMZL, Customer Service processes and Delivery Stations Operations· Provide crisp and timely communication on developing issues to relevant stakeholders and service teams· Ability to maintain composure in flexible and high-pressure situations· Perform other tasks as required by the organizationBasic qualifications· Bachelor’s degree· This leader has experience interacting with cross-functional teams· Experience in analysing, consolidating, aggregating and reporting data from various sourcesPreferred qualification · Master degree· Excellen­t written and oral English communication skills· An additional European language· Good critical thinking and clear problem-solving skills· Highly motivated self-starter with technical aptitude and a commitment to achieving results· Proven growth in a fast paced support environment· Succinctly convey complex problems in easy to digest terms for all stakeholders· Be willing to act with a sense of urgency, balanced with diplomacy· Ability to effectively work with a variety of organizations, management levels, cultures, and personalities· Ability to handle and prioritize when presented with a high volume of engagements· Solid communications skills and a high bar for accuracy and detail· Effective prioritization and time management skills

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London, England, London, SE11, United Kingdom

  • Ad ID:  19196141
  • Ad Type:  Offered
  • Posted on:  13/02/2021, 02:49
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