Post Delivery Experience Manager, Nl, Se, Pl
il y a 2 semaines
Bachelor’s degree or equivalent.
Experience in sourcing and analyzing multiple sources of data and providing a clear report of issues and their impact.
Capability to make efficient and effective process improvement proposals.
Project/Program management experience, able to manage several projects/initiatives at same time.
A high proficiency in MS Excel and SQL and strong analytical skills with proven ability to use data to drive change.
The CS Expansion Team is looking for a Post Delivery Experience Manager for NL, SE, PL and Expansion Countries to support the continuous improvement of the Returns/Refunds and Concessions experience with a focus on reducing defects in new marketplaces.
The role will be responsible for providing analysis, deep dives and drive Customer Returns experience improvements. The role aims compiling and analyzing concessions and returns data across the network to identify policies and processes which could be changed to reduce defects and highlight policy compliance to the Operations team. She/he will develop and implement standards, processes and models needed to reduce customer effort and produce reporting and analysis that enable the Customer effort reduction team to take action on her/him recommendations.
The role will be based in Luxemburg reporting to the Customer Experience Manager for NL, SE, PL and Expansion Countries.
Key job responsibilities
- Analyze metrics, key indicators and other available data sources to discover root causes of process defects.
- Work with cross functional teams providing various analysis and reporting to ensure change is driven into the relevant areas.
- Influencing within the Operations network and senior leaders within Amazon any items related to defect metrics and impacts on customer, proposing change initiatives, and executing the change.
- Create and execute a project roadmap to reduce concessions and improve the poste delivery customer experience, including technical and business process improvements.
- Communicating and presenting to a senior audience, and ensuring appropriate escalation of defects.
Luxembourg, LUX
- Master’s degree or MBA.
- Program/Project Management.
- Experience in Customer Operations.
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