Process Improvement Manager, EU ATS Customer Experience
DESCRIPTION
Amazon’s global middle mile operation is always evolving. As a Process Improvement Manager, you’ll streamline and elevate our processes. You’ll work with management teams to help us meet a number of operational goals so that we meet our customer's high bar on customer experience on quality and speed of delivery. This dynamic role offers plenty of opportunities to continue learning every day.
Key job responsibilities
Analyze and assess the overall performance of the middle mile, including the air network, surface transportation and sortation
Drive network improvements for ATS, assessing the impact on the existing set up and defining the trade-off between customer experience and cost.
Be hands-on in driving the delivery of critical business initiatives.
Manage all aspects of the project planning, requirements definition, risk management, communication, and implementation plan.
Manage communication to senior stakeholders.
Interact with Amazon’s operational and technical senior management teams to ensure global alignment.
Collaborate with the development teams, be responsible for making project decisions, achieving tactical goals while retaining a strategic focus.
Write and review strategic documents.
A day in the life
As a Process Improvement Manager, you’ll be at the forefront of making Amazon’s logistics better – which in the ATS Customer Experience team means improving our processes so we deliver great experiences for our customers. You will be responsible for the customer experience related performance of our middle mile network.
Part of your role will involve identifying where processes could be enhanced, using data to identify improvement opportunities and auditing processes. Another part of your role will be recommending changes and using your project management and stakeholder management skills to put new processes in place.
About the team
Amazon couldn’t deliver at pace without the Amazon Transportation Service (ATS) team. As part of ATS, you’ll be welcomed into a diverse team that plays a central role in our success. Using air, sea and road transport, as well as sortation centres equipped with the latest technology, you’ll help Amazon’s transport run at maximum efficiency. Our team captures data and uses it to drive decisions. They are key to making Amazon more innovative and efficient.
We put safety first as our people are our priority. And we use the expertise of our people to get packages to their destination – quickly, conveniently and sustainably.
BASIC QUALIFICATIONS
A degree in business, supply chain, transportation, economics or a technical field.
Relevant experience in using data or anecdotal evidence to influence business decisions
Fluent in English and an additional European language
Strong written and oral communication skills with an ability to concisely summarize relevant data and convey results by effectively articulating complex messages
Relevant experience of communicating with a wide range of stakeholders, including your peers and leadership
Experience using data (including from large data sets) and metrics to isolate issues, test theories, confirm assumptions, generate ideas, prioritize opportunities, execute and measure success
Experience in complex problem solving, root cause analysis in a business environment
Intermediate or advance proficiency with Microsoft Excel, knowledge in SQL
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.
Experience in Lean, Six Sigma and Kaizen techniques
Work experience in operations/supply chain/logistics
Work experience in a data-driven business environment
Ability to work successfully in a dynamic, ambiguous environment
Experience in data visualization platforms (e.g. Tableau, PowerBI, Quicksight)
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