Customer Delivery Experience Manager
A critical role in Amazon Logistics (AMZL) where we aim to create a consistent yet customized delivery experience for our customers.
About the Role:
This is a regional role based at any Delivery Station near you in Sydney or Melbourne, with an expectation of approximately 25% travel. The successful candidate will be self-motivated, passionate, highly analytical, and detail-oriented with excellent interpersonal and communication skills.
Key Responsibilities:
* Customer-Focus: Develop a thorough understanding of customer needs and pain points related to deliveries, both existing and potential, to design new services that enable Amazon to provide an exceptional delivery experience.
* Customer Research and Analytics: Design, execute, and analyze customer research to evaluate delivery experience and operational excellence, then recommend and implement solutions.
* Technical Competence: Become well-versed in systems and processes related to Transportation systems, routing, address data, Customer Service, and Fulfillment Centers.
* Stakeholder Management: Build strong relationships with global, multi-disciplinary stakeholders to evaluate business priorities, define shared opportunities, and establish information-sharing mechanisms.
* Team Management: Lead and develop a team of Field Quality Assurance Specialists responsible for analyzing and resolving last mile delivery challenges through improved address quality data.
* Deliver Results: Lead process improvement initiatives, coordinate with local and international teams, analyze data, and present findings to senior management. Design short-term solutions with limited guidance.
* Manage Ambiguity: Tackle complex business problems, manage multiple priorities, and ensure key projects remain visible to leadership and stakeholders.
Qualifications:
* BASIC QUALIFICATIONS:
o Experience in program or project management
o Experience in distribution and/or fulfillment processes, especially in fast-paced logistics or industrial environments
o Strong analysis and problem-solving skills
o Experience managing cross-functional projects, dependencies, bottlenecks, and escalations, with the ability to anticipate and make trade-offs
o Proven leadership in developing business continuity and team engagement
o Excellent written, verbal, and interpersonal communication skills
* PREFERRED QUALIFICATIONS:
o Knowledge of Lean principles and DMAIC methodology
o Experience with MS Access and SQL
o Ability to gather requirements and write clear, detailed documentation
o Experience leading and developing engaging teams
o Bachelor's degree in supply chain, business, engineering, finance, or related technical or quantitative field