The Amazon Freight product allows Shippers to use Amazon's transportation network to transport products in bulk across Europe. This is an innovative technology-driven solution for the shipping needs of small and large businesses and is scaling rapidly as an offering. Amazon Freight is a part of the Amazon Transportation Services organization in Europe which is a cutting-edge supply chain technology organization and responsible for many of Amazon's best-in-class logistics offerings. We are looking for a Senior Program Manager for Shipper Experience in Europe. You will lead a team of operations account managers across the UK and Germany. The team is part of the Amazon Freight operations team. As a customer centric organization, we aim to offer Shippers an excellent experience on our platform. You and your team will own the engagement and retention of our key enterprise accounts and build the processes and metrics that allow us to measure and improve Shipper satisfaction. The successful candidate will be a natural problem solver, highly analytical, customer obsessed, and results driven.
Key responsibilities: - Hire and develop a team of high performing account managers - Own the relationship with a large team of Shipper support agents and transport planners - Work with relevant stakeholders to ensure we pick up and deliver every order we receive on time - Build Shipper satisfaction metrics and monitoring mechanisms - Identify areas of improvement and implement processes to continuously improve Shipper experience - Build and implement engagement and retention mechanisms for key enterprise accounts
- Advanced degree in Business Administration or similar fields - 6+ years of experience working with large cross-functional teams - Strong quantitative and qualitative problem-solving skills - Entrepreneurial, self-sufficient and able to operate in a fluid, ambiguous environment - Ability to communicate across all levels of management - Some experience working in an Operations role - Excellent verbal and written skills in English (other European languages are a plus)
- Prior experience working in a logistics/supply-chain role - Prior experience developing customer satisfaction processes and metrics (CSAT, NPS score, etc) - Prior experience working with SQL and Excel - Prior experience managing an account management team, owning a P&L or project management in relevant industries
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.
All offers are conditional on references, verification of the right to work in the UK, and successful background screening check. This will include previous employment verification, qualification verification (if relevant) and a basic criminal check. Further details of this policy/procedure will be provided along with your conditional offer.
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