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Improvement Mgr, da Experience, Eu da Experience
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Bachelor's degree - Prior relevant experience in program, product, human resources, customer service or related field - Prior experience managing a team - Strong executive presentation skills
Job summary
External job description
Job summary
At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how we fulfil and deliver their 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
Amazon is seeking a Process improvement Manager of On Road Experience to join our Europe Delivery Service Partner business. This is a unique opportunity to collaborate with Amazon’s Delivery Service Partners to develop improvement programs that help Partners recognize opportunities to improve experience, identify areas of improvement, develop workstreams to drive improvement at an EU level. Amazon’s Delivery Service Partners and their Delivery Associates are delivering smiles in their communities on a daily basis. This role will focus on all areas of on road experience for improvement for drivers. This role will work in collaboration with in country teams, partner teams such as ACES and L&D to identify areas for improvement and develop program support and process. As a key position in the rapidly growing Delivery Service Partner Program, this role will require a strong bias for action, earn trust and deliver results.
This role will require some travel.
Key job responsibilities
- Identify areas for improvement in on road experience from DSP feedback and data
- Develop a keen understanding of the experience of Delivery Associates, combining data with anecdotes to develop perspective at the forefront of program / product development.
- Develop programs and deliver against the team roadmap for improvements in on road experience across all EU countries.
- Cross-Functional Collaboration: Build collaborative, influential internal and external relationships with Product, Program, Field teams and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the driver experience and program executions.
- Own the overall on road experience and be a voice in the room for program and process development in the wider org that may affect on road experience.
Key job responsibilities
- Hire and develop a high performing team
- Develop Scalable Engagement & Recognition Programs: Define core strategy to develop an engaged culture that connects drivers with Amazon and their DSP managers. Develop and prioritize roadmap for launching engagement and reward/recognition programs; build and execute these programs at scale.
- Cross-Functional Collaboration: Build collaborative, influential internal and external relationships with Product, Program, Field teams and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the driver experience and program executions.
- Communication: Create and own recurring communications to business leaders and key stakeholders on core programs and opportunities to improve driver engagement, satisfaction, and retention
- Willingness to travel
