Customer Success Lead, Amazon Freight EU

vor 4 Wochen

Eggolsheim, Bayern, Deutschland Amazon TA Vollzeit

Overview of Amazon Freight
Amazon Freight operates as a logistics service provider for external clients, leveraging the extensive transportation network established by Amazon to ensure freight is delivered securely, punctually, and at competitive rates. Our service allows clients to utilize the same network of carriers and technological resources that Amazon employs to manage thousands of shipments daily. Companies of all sizes can benefit from the pricing and service levels offered by one of the world's largest shipping entities. By integrating freight that complements our existing network, Amazon Freight enhances Amazon's overall operational efficiency.

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 improving Shipper excellence processes, facilitating the expansion of Amazon Freight while providing top-tier service to our clients.

The Customer Excellence Manager will take ownership of defining and executing customer excellence initiatives that align with our clients' needs across the customer success division, while also achieving business performance objectives. A successful candidate will possess strong analytical skills, a customer-first mindset, and a proven history of driving innovation. They should be adept at managing multiple priorities and communicating effectively with stakeholders at all levels. An extensive background in operations management and customer excellence projects is essential, along with a detail-oriented approach and the ability to thrive in a dynamic, fast-paced environment. The candidate will utilize agile methodologies and design thinking principles to enhance the customer success operating model, ensuring it meets both client and business requirements.

Key Responsibilities
  • Develop and implement specialized processes for customer success, driving change management and continuous improvement across the business unit while evaluating scalability for various workstreams.
  • Lead transformation efforts within the Customer Success team and the broader organization, promoting change and adoption to optimize team performance and achieve established revenue targets, KPIs, and client SLAs.
  • Collaborate with business development, product, and operational teams to ensure alignment on key objectives for efficient and timely program execution, demonstrating the ability to influence stakeholders across diverse functions.
  • Establish governance mechanisms through KPIs and metrics, alongside ad hoc reporting and in-depth analytical assessments.
  • Design and implement specific metrics to evaluate Customer Experience.
  • Identify and execute product and service enhancements to continuously elevate the customer offering, managing change related to these initiatives as well as freight network growth.
  • Review and refine business processes, systems, and team capabilities, partnering with relevant stakeholders to develop and implement best practice initiatives.
  • Combine agile methodologies with program management skills to design, develop, and deliver customer transformation programs.
About the Team

Amazon Freight Europe serves as a logistics service provider for external clients, utilizing the logistics network built by Amazon to deliver freight securely, punctually, and at competitive rates. Our service provides clients access to the same network of carriers and technological infrastructure that Amazon employs to manage a high volume of shipments daily. Companies of all sizes can leverage the cost efficiencies and service levels available through one of the largest shipping networks globally. Amazon Freight enhances operational efficiency by minimizing empty miles through the integration of complementary freight.
Amazon Freight Operations (AF Ops) is the pan-European team responsible for managing Shipper Support and Transportation Execution. We oversee the planning and scheduling of transport orders placed by our clients, providing support throughout their journey. Our team plays a crucial role in ensuring the seamless operation of Amazon Freight's European transportation network, directly impacting the Shipper Experience.

Basic Qualifications
  • Advanced knowledge of Excel (including Pivot Tables and VLookUps) and SQL.
  • Experience in program or project management.
  • Proven experience working cross-functionally with both technical and non-technical teams.
  • Demonstrated ability to define and implement process improvement initiatives utilizing data and metrics.
  • Experience in supply chain management.
  • Ability to define program requirements and leverage data and metrics for improvement.
  • Bachelor's degree.
Preferred Qualifications
  • Experience in driving end-to-end delivery and communicating results to senior leadership.
  • Proven track record in leading process improvements.
  • Experience in stakeholder management, engaging with multiple stakeholders at various organizational levels.
  • Expertise in building processes, project management, and scheduling.

Amazon is committed to equal opportunity employment. We believe that a diverse workforce is essential to our success. Recruitment decisions are based on experience and skills, and we value your passion for discovery, innovation, simplification, and building. Protecting your privacy and data security is a top priority for Amazon. Please refer to our Privacy Notice for information on how we collect, use, and transfer candidates' personal data.

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