Customer Delivery Experience Manager, ACES
4 weeks ago
Job ID: 2944575 | 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, aiming to fulfill their needs and delight them by creating a consistent yet customized delivery experience. We continuously anticipate their needs by developing processes and products to make this happen.
The successful candidate will be self-motivated, passionate, highly analytical, and detail-oriented. They should possess excellent interpersonal and communication skills, be comfortable working independently, and capable of leading a team to drive growth and change in a fast-paced environment. A bias for action is essential, and candidates should have a proven track record of delivering results.
This is a regional role, based at any Delivery Station near you in Sydney or Melbourne, with an expectation of approximately 25% travel.
Key job responsibilities- Customer-Focus: Develop a thorough understanding of customer needs and pain points related to deliveries, both existing and potential. Use this 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 recommend and implement solutions.
- Technical Competence: Become well-versed in systems and processes related to Trans systems, routing, address data, Customer Service, and Fulfillment Centers, given AMZL's position in the Amazon value chain.
- Stakeholder Management: Build strong relationships with global, multi-disciplinary stakeholders to evaluate business priorities, define shared opportunities, and establish information-sharing mechanisms.
- Team Management: Lead and develop a team of Field Quality Assurance Specialists responsible for analyzing and resolving last mile delivery challenges through improved address quality data.
- Deliver Results: Lead process improvement initiatives, coordinate with local and international teams, analyze data, and present findings to senior management. Design short-term solutions with limited guidance.
- Manage Ambiguity: Tackle complex business problems, manage multiple priorities, and ensure key projects remain visible to leadership and stakeholders.
- Experience in program or project management
- Experience in distribution and/or fulfillment processes, especially in fast-paced logistics or industrial environments
- Strong analysis and problem-solving skills
- Experience managing cross-functional projects, dependencies, bottlenecks, and escalations, with the ability to anticipate and make trade-offs
- Proven leadership in developing business continuity and team engagement
- Excellent written, verbal, and interpersonal communication skills
- Knowledge of Lean principles and DMAIC methodology
- Experience with MS Access and SQL
- Ability to gather requirements and write clear, detailed documentation
- Experience leading and developing engaging teams
- Bachelor's degree in supply chain, business, engineering, finance, or related technical or quantitative field
In the spirit of reconciliation, Amazon acknowledges the Traditional Custodians of the land throughout Australia, paying respect to elders past and present, and extending this respect to all Aboriginal and Torres Strait Islander peoples.
Amazon is an equal opportunity employer, committed to an inclusive culture that empowers employees to deliver the best results. If you require workplace accommodations during the application or onboarding process, please visit this link.
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