Description

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. At Amazon, delivering great experiences for our customers is top priority and to this end, our team strives to make our processes robust enough to meet the high bar on customer experience both on quality and speed of delivery.

In transportation performance management, we improve customer experience through continuously optimizing the complex movements of goods to customers throughout Europe. As Process Improvement Manager in the Concessions and Damages team, you will be responsible for the quality performance of our Middle Mile transportation network and Ship with Amazon (SWA) business. You will drive EU wide large-scale programs / products that deliver a positive impact on our customers.

We are looking for a motivated individual with strong analytical and program management skills to join in our efforts to improve processes in ATS. You are a program/process manager at heart but you are also well-versed in data, writing complex database to validate business hypotheses. You will work closely with multiple stakeholders including operations, business-analyst teams and steer actions towards a common goal. This is a role with high visibility to senior leadership and with high opportunity for impact for those willing to roll up their sleeves and dive deep to achieve results.

Key Responsibilities include:

• Analyze and assess the overall performance of quality metrics for concessions and damages

• Lead the development of new quality metrics designed to highlight opportunities for improvement.

• Take a hands-on approach to develop the basic logic for the quality-metric. This involves diving into data analysis, designing workflow structures and building foundational models yourself.

• Participate in network improvements for ATS, assessing the impact and trade-offs based on SOPs and create reporting mechanisms.

• Collaborate with the development teams, be responsible for making project decisions, achieving tactical goals while retaining a strategic focus.

• Write and communicate tactical initiatives.

• Implement reporting mechanisms for specific topics related to Customer Experience.

• Apply quality management techniques to influence and improve the metrics you own.

The ideal candidate for this role will be able to:

• Identify and analyze data to isolate issues, develop solutions, prioritize opportunities and drive network improvements

• Have a passion for continuously improving customer (internal and external) experience

• Ensure mechanisms are implemented to track progress.

• Remain flexible to changing priorities, open to new ideas

• Do root cause analysis assessments and follow up on improvement actions

• Influence stakeholders and negotiate priorities with partner teams

About the team

Amazon couldn’t deliver at pace without the Amazon Transportation Service (ATS) team. As part of ATS, you’ll be welcomed into a diverse team that plays a central role in our success. Using air, sea and road transport, as well as sortation centres equipped with the latest technology, you’ll help Amazon’s transport run at maximum efficiency. Our team captures data and uses it to drive decisions. They are key to making Amazon more innovative and efficient.

We put safety first as our people are our priority. And we use the expertise of our people to get packages to their destination – quickly, conveniently and sustainably.

We are open to hiring candidates to work out of one of the following locations:

Luxembourg, LUX

Basic Qualifications

• Bachelors degree

• Experience using data and metrics to test theories, confirm assumptions, generate ideas, execute and measure success

• Advanced knowledge of SQL and demonstrated experience querying relational databases using (or other query language), along with experience using large complex data sets to design models and scenarios.

• Process Improvement or Program/Project management experience

Preferred Qualifications

• Master’s level degree or higher preferred

• Quality Management certification, Six Sigma or similar

• Proficiency in Python or any programming language

• Experience with performance metrics, process improvement and Lean techniques

• Transportation or Supply Chain experience, within a high-volume logistics, manufacturing or engineering environment.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.