Senior AMZL Delivery Quality Mgr., EU Service Level Standards (SLS)

DESCRIPTION

At Amazon, we are working to be the most Customer-centric company on earth. 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 AMZL Delivery Quality Manager who will work closely with senior leaders across different Last Mile teams (LMDX, Customer Service, Delivery Service Partners, Delivery Service Partner teams, Operations, NA counterparts) to shape the long and medium-term delivery quality standards. You will be responsible to develop strategies that empower Delivery Service Partners to optimize their delivery quality performance, reduce concessions and improve customer satisfaction. You will support driving process improvement efforts in order to understand patterns and trends and identify root causes with the objective to eliminate future customer escalations by initiating projects and programs to remedy root causes.

Key job responsibilities
Roles and Responsibilities:
• Monitor and report on Last Mile delivery quality metrics, deep dive and identify trends/root causes.
• Liaise with the DSP and operations teams to learn and implement best practice and to drive performance improvements.
• Identify patterns in delivery quality gaps and lead deep dives to understand and initiatives to remedy root causes in cooperation with in-country DSP teams, customer service and other departments.
• Create tools and mechanisms to empower DSPs, improve DSP actionability and create DSP accountability.
• Provide crisp and timely communication on developing issues to relevant stakeholders and service teams.
• Support the creation of goals around key operational metrics.
• Conduct trending analysis to identify performance gaps and highlight strengths.
• Perform other duties as required by the organization.

BASIC QUALIFICATIONS

- A Bachelor degree
- C2 English level (Written/Verbal)
- Experience in analyzing, consolidating, aggregating data from various sources and reporting results
- Experience in using excel
- Experience leading end-to-end process improvement projects, from identifying improvement opportunities, implementing solutions and measuring results

PREFERRED QUALIFICATIONS

• Familiarity with DMAIC and other Six Sigma tools.
• Good knowledge of SQL, Tableau, Python or other tools to perform data analysis and create automations.
• Experience in Logistics Industry.

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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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