Customer Experience Manager, AMZL EU Concessions
DESCRIPTION
**Please Note: This position can be based in any of the following corporate offices: Madrid, London, Manchester, Milan, Munich or Paris)
Are you passionate about improving the customer experience? Do you strive to identify and deliver customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the AMZL EU Concessions team is looking for a programme manager to design and deliver programs that improve the customer experience and find ways to positively surprise our customers with our services.
As a programme manager, you will be responsible for owning programmes that will significantly improve our data infrastructure, directly impacting the way AMZL understands and responds to customer opportunities. This role will work across multiple stakeholders to understand, prioritise and execute CX focused requirements, ensuring that operations, process and delivery teams have the right tools to continuously improve the way we serve our customers. Critical to the success of this role is your ability to work with and manage stakeholders, earning the trust of key collaborators, maintain laser focus on key priorities and a passion for helping to create the conditions for success for both internal and external customers.
Key job responsibilities
• Serve as the lynchpin between AMZL operators and AMZL EU Concessions, driving understanding of how best to deliver value for our customers
• Identify, capture and prioritise strategic data requirements; with a view to identify opportunities and champion continuous improvement of our data infrastructure
• Advocate for our customers at every opportunity, ensuring data requirements and tools are prioritised through a lense of customer obsession
• Own and drive visibility of the EU AMZL Concessions' BA roadmap, securing leadership buy-in and sponsorship and ensuring prioritisation on behalf of our customers
• Play a key role in capturing priorities and supporting programme managers in execution
• Lead scope alignment with local and international teams, data analysis, and presenting results
A day in the life
As a CX Programme Manager, you'll drive and manage the implementation of creative, data-driven change in Amazon, leading improvement projects and programmes. You'll use dive deep to drive strategic thinking to define and implement an efficient project plan. Joining the team you will develop new solutions that will be used in daily operations in the EU network, solving complex business needs in unexplored area.
BASIC QUALIFICATIONS
• Bachelor's degree or relevant experience in working within a complex logistics environment
• Strong knowledge and understanding of data analysis to successfully gather, document and validate requirements
• Familiarity with reporting tools, business intelligence concepts and software development lifecycles
• Proven track record of developing and implementing data-driven business solutions
• Strong track record of supporting projects in matrix organization
• Proven success in implementing business initiatives
• Managing multiple priorities in a fast-paced environment
PREFERRED QUALIFICATIONS
• Bachelor's degree or relevant experience in working within a complex logistics environment
• Strong knowledge and understanding of data analysis to successfully gather, document and validate requirements
• Familiarity with reporting tools, business intelligence concepts and software development lifecycles
• Proven track record of developing and implementing data-driven business solutions
• Strong track record of supporting projects in matrix organization
• Proven success in implementing business initiatives
• Managing multiple priorities in a fast-paced environment
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