Job Description

DESCRIPTION

At Amazon, we are working to be the most Customer-centric company on earth. One customer experience is that we\'re constantly looking to take to a new level in how we fulfill and deliver customer 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 pioneering new products and services in the last mile delivery space. Come join the team and help us make history!

We are looking for a Senior EU AMXL Escalations Process Manager who will work closely with senior management across different Amazon AMXL teams (Customer Service, Delivery Service Partners, Delivery Service Partner teams, Operations, NA counterparts) to reduce customer escalations related to drivers. You will be responsible for ensuring that the Delivery Stations apply the right processes to act upon and resolve customer escalations in relation to AMXL deliveries. You will support driving process improvement efforts, in order to understand patterns and trends, and identify root causes with the objective to eliminate future escalations by initiating projects and programmes to remedy root causes. You assist the in-country Delivery Service Partner (DSP) teams in dealing with such issues and help them adhere to the correct escalation processes.

Key job responsibilities
- Monitor and report on AMXL escalations metrics, deep dive and identify trends/root causes.
- Liaise with the DSP and operations teams to learn and implement best practice and drive performance improvements.
- Define and continuously improve the processes, reporting and SOPs for escalations handling, investigation and resolution.
- Identify patterns in escalations and lead analysis to understand the issue and propose initiatives to remedy root causes in cooperation with in-country DSP teams, customer service and other departments.
- Build a foundation of knowledge around AMXL and Customer Service processes.
- Provide crisp and timely communication on developing issues to relevant stakeholders and service teams.
- Support the creation of goals around key operational metrics.
- Perform complex data analysis in support of ad-hoc reporting requests.
- Conduct trending analysis to identify performance gaps and highlight strengths.

About the team
Amazon Extra Large (AMXL) looks after heavy items like furniture and large home appliances. Our team manages the entire service, from supply chain fulfilment to delivery and returns. What sets this service apart from others is the extra level of customer care. Not only do we deliver large items, but we unpack, assemble and install them, and take away old items where needed. With a focus on safety, productivity and innovation, we\'re changing the way customers buy and receive large goods for the better.

We are open to hiring candidates to work out of one of the following locations:

London, GBR

BASIC QUALIFICATIONS

- A degree.
- Relevant experience in analyzing, consolidating, aggregating data from various sources and reporting results.
- Advanced Excel skills.
- Relevant experience in managing projects and improving processes.
- Experience in working with a variety of organizations and management levels.

PREFERRED QUALIFICATIONS

Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we\'d love to hear from you.
- Advanced or master\'s degree
- Relevant experience in managing 3rd party companies.
- Experience in handling and prioritizing when presented with a high volume of engagement.
- Proficient in SQL and/or Python to perform data analysis and create automation
- Upper intermediate proficiency in written and verbal in one or more additional languages: Spanish, French, Italian or German.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

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