Customer Delivery Experience Manager, ACES

Job ID: 3056755 | Amazon Commercial Services Pty Ltd

At Amazon Logistics (AMZL), we are building a world-class last mile operation, where Last Mile Delivery Experience (LMDX) plays a key role. In LMDX we work for our customers. We aim to fulfill their necessities and delight them, building a consistent but customised delivery experience. We are continuously anticipating their needs by building the processes and products needed to make this happen.

The successful candidate will be self-motivated, passionate, highly analytical and detail-oriented, possess superior interpersonal and communication skills, and be comfortable working independently and leading a team to drive growth and change in a fast-paced environment. Bias for action is an absolute must, and candidates demonstrate a superior record of accomplishment of delivering results.

Please note this is a regional role so can be based out of any Delivery Station that is closest to you across either Sydney or Melbourne. Must be willing to travel (~25%).

Key job responsibilities

• Customer-Focus: Develop a thorough understanding of customer needs and pain points related to our deliveries, both existing and potential. Use that knowledge 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 recommending and following-through on solutions.

• Technical competence, because of AMZL's position in the Amazon value chain, you'll need to become well-versed in multiple systems and processes that govern Trans systems, routing, address data, Customer Service, Fulfilment Centers etc.

• Stakeholder management: Build strong relationships with multi-disciplinary stakeholders globally to evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.

• Team management: Lead and develop a team of Field Quality Assurance Specialist responsible for deep diving and resolving last mile delivery challenges through improved address quality data.

• Deliver Results: Lead difficult process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management. Design short-term solutions with limited guidance.

• Manage Ambiguity: Understand difficult business problems across teams and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.

- Experience in program or project management,
- Experience in distribution and/or fulfillment processes, ideally in fast-paced industrial, logistics or production environment,
- Proven analysis and problem-solving skills,
- Experience with managing cross-functional projects, dependencies and bottlenecks, providing escalations management, anticipating and making trade-offs.
- Experienced people leader, developing business continuity & team engagement,
- High level of written, verbal and interpersonal skills.

- Knowledge of Lean principles and DMAIC methodology,
- Experience in MS Access and SQL,
- Experience in requirement gathering and ability to write clear and detailed requirement document,
- Experience as a people leader, developing strong engaging teams,
- Bachelor's degree in supply chain, business, engineering, finance or related technical or quantitative field.

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.