Process Improvement Manager, Concessions and Damages, EU ATS
DESCRIPTION
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. At Amazon, delivering great experiences for our customers is top priority and to this end, our team strives to make our processes robust enough to meet the high bar on customer experience both on quality and speed of delivery.
In transportation performance management, we improve customer experience through continuously optimizing the complex movements of goods to customers throughout Europe. As Process Improvement Manager in the Concessions and Damages team, you will be responsible for the quality performance of our Middle Mile transportation network and Ship with Amazon (SWA) business. You will drive EU wide large-scale programs / products that deliver a positive impact on our customers.
The ideal candidate for this role will be able to:
- Identify and analyze data to isolate issues, develop solutions, prioritize opportunities and drive network improvements
- Have a passion for continuously improving customer (internal and external) experience
- Ensure mechanisms are implemented to track progress.
- Remain flexible to changing priorities, open to new ideas
- Do root cause analysis assessments and follow up on improvement actions
- Influence stakeholders and negotiate priorities with partner teams
Key job responsibilities
- Analyze and assess the overall performance of quality metrics for concessions and damages
- Participate in network improvements for ATS, assessing the impact and trade-offs based on SOPs and create reporting mechanisms.
- Collaborate with the development teams, be responsible for making project decisions, achieving tactical goals while retaining a strategic focus.
- Write and communicate tactical initiatives.
- Implement reporting mechanisms for specific topics related to Customer Experience.
- Apply quality management techniques to influence and improve the metrics you own.
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
- Bachelors degree
- Transportation or Supply Chain experience, within a high-volume logistics, manufacturing or engineering environment, as well as Project Management experience.
- Experience using data and metrics to test theories, confirm assumptions, generate ideas, execute and measure success
- Advanced knowledge of Excel and demonstrated experience querying relational databases using SQL (or other query language), along with experience using large complex data sets to design models and scenarios.
PREFERRED QUALIFICATIONS
- Master’s level degree or higher preferred
- Quality Management certification, Six Sigma or similar
- Proficiency in Python or any programming language
- Experience with performance metrics, process improvement and Lean techniques
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