Customer Experience Excellence Manager, Amazon Freight EU

vor 4 Wochen

Eggolsheim, Bayern, Deutschland Amazon TA Vollzeit

Overview of Amazon Freight
Amazon Freight serves as a logistics service provider for external clients, leveraging the extensive transportation network developed by Amazon to ensure freight is delivered securely, punctually, and at competitive rates. Our platform provides shippers with access to the same carrier network, technological infrastructure, and tools utilized by Amazon to manage thousands of shipments daily. This allows businesses of all sizes to benefit from the service levels and pricing of one of the largest shipping entities globally. By integrating freight that complements our existing operations, Amazon Freight enhances the overall efficiency of our logistics ecosystem.

Role of Customer Excellence Manager
We are seeking a proactive, customer-centric, and commercially savvy Customer Excellence Manager. The ideal candidate will focus on transformational initiatives aimed at elevating Shipper excellence processes, fostering Amazon Freight's growth while delivering superior service to our clients.

Key Responsibilities
The Customer Excellence Manager will take ownership of defining and executing customer excellence initiatives that align with our clients' needs and our business objectives. Key responsibilities include:

  • Designing and implementing specialized processes for Shipper success, driving change management and continuous improvement across the business unit.
  • Leading transformation efforts within the Customer Success team and the broader organization, promoting change to enhance team performance and achieve revenue targets, KPIs, and client SLAs.
  • Collaborating with business development, product, and operational teams to ensure alignment on key objectives for efficient and timely program execution.
  • Establishing governance mechanisms through KPIs and metrics, along with conducting analytical assessments.
  • Creating specific metrics to evaluate Customer Experience.
  • Identifying and implementing enhancements to products and services to continuously improve the customer offering.
  • Reviewing business processes and partnering with stakeholders to develop and implement best practices.
  • Applying agile methodologies and program management skills in the design and delivery of customer transformation initiatives.

About the Team
Amazon Freight Europe operates as a logistics service provider for external clients, utilizing the comprehensive network built by Amazon to ensure safe and timely freight delivery. Our team is responsible for planning and scheduling transport orders from our clients, providing support throughout their journey. We play a crucial role in maintaining the efficiency of Amazon Freight's European transportation network, directly influencing the Shipper Experience.

Basic Qualifications

  • Advanced knowledge of Excel (including Pivot Tables and VLookUps) and SQL.
  • Experience in program or project management.
  • Ability to work collaboratively across technical and non-technical teams.
  • Experience in defining and implementing process improvement initiatives using data-driven insights.
  • Background in supply chain management.
  • Experience in defining program requirements and leveraging data to identify improvements.
  • Bachelor's degree.

Preferred Qualifications

  • Experience in leading end-to-end delivery and communicating results to senior leadership.
  • Proven track record in driving process improvements.
  • Experience in stakeholder management, engaging with various levels of the organization.
  • Expertise in building processes, project management, and scheduling.

Amazon is committed to fostering a diverse workforce and values the unique contributions of every individual. We prioritize recruiting decisions based on experience and skills, and we are dedicated to protecting the privacy and security of our candidates' data.

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