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Manager, Transportation Delivery Experience


London, United Kingdom


Transportation Delivery Experience Manager

Amazon operates a wide and complex fulfillment network across the UK and in Europe. 200MM+ shipments are ordered on and shipped each year from 20+ Amazon fulfillment centers (across EU) and several dropship facilities; and then delivered to 20MM+ addresses across the UK and more internationally. UK Transportation strives to attain industry best levels of on-time delivery and quality in the most cost-effective manner, while innovating to improve the delivery options offered on the website for an ever growing product selection. Transportation is a significant and highly visible component of the Amazon customer experience and is entrusted with building and continuously improving on a best in class delivery experience for our customers.

Amazon is looking for a motivated individual with strong skills and experience in the areas of customer delivery experience and data driven decision analysis to join our United Kingdom Transportation team. In this position you will be responsible for defining features and processes, drive projects end-to-end, collaborate with technical teams to implement solutions, and deeply analyze the results. You'll drive frequent experiments where there's an opportunity to learn but proceed cautiously when decisions have big implications and would be hard to change. You will shape our strategy in a rapidly evolving environment. With stakeholders across the company across retail, technology, and operations, you'll have frequent opportunities to influence significant decisions.

You will be acquiring end-to-end knowledge of the business processes from website promises, fulfillment operations to final delivery and apply your business acumen and analytical skills to drive continuous process improvements. You will work in close partnership with transportation vendors, finance, customer service, fulfillment operations and information technology to define and implement delivery experience improvements.

The successful candidate will be a person who enjoys and excels at diving into data to analyze root causes and implement long term solutions. He / She will have excellent written and verbal communication skills, the ability to create and sustain urgency across a variety of internal stakeholder teams, and a proven ability to lead large cross-functional projects and communicate effectively across all levels of leadership.

A past example of a project driven by this role is Amazon's expansion of the delivery options presented to customers on the website for where to leave packages if they are not at home at the time of the first delivery attempt. Some of the many questions this role would have answered include - What portion of our customers do not get their packages in the first attempted delivery? What alternatives should we consider and why? How do we communicate these options to customers and ensure integration with our carriers? What are the key success measures? How do we ensure a seamless experience for our customers?

◾5+ years product management and/or business leadership experience, preferably with an online focus
◾Bachelor's degree in Computer Science, Engineering, Business, Economics, Mathematics or related field or equivalent experience
Preferred Qualifications
◾Demonstrated ability to manage multiple sophisticated projects and competing priorities simultaneously and a proven track record of delivering results in large, cross-functional initiatives
◾Superior analytical and quantitative skills; experience using data and metrics to test theories, confirm assumptions, and measure success
◾Proven ability to identify, analyze, and solve ambiguous problems with an extreme attention to detail
◾Thrives in a high-energy, fast-paced environment where tactical and strategic initiatives are driven in parallel
◾Knowledge of Microsoft applications such as Excel, Word Access etc.
◾ Knowledge of DMAIC and Six sigma methodologies
◾ Knowledge of business intelligence tools such as Oracle BI, Tableau, JMP, Minitab etc.
◾SQL proficiency

◾MBA or Master’s degree in Industrial Engineering or other technical fields
◾Prior leadership and change management experience in a customer service or client experience team where the customer was top priority
◾Six sigma certification.
◾ Knowledge of data modeling, building and managing objects in Oracle Databases
◾Knowledge of Visual Basic, R, Java, C++ and/or other programming languages

Amazon is an Equal Opportunity Employer


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