Customer Delivery Experience Manager, Aces

4 months ago

Melbourne, Australia Amazon Commercial Services Pty Ltd Full time

Bachelor's degree
- 3+ years of program or project management experience
- 3+ years of operational and/or retail management experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience identifying and resolving complex issues
- Experience in analyzing data to drive decisions
- Experience in defining and implementing process improvement initiatives using data and metrics
- Experience working cross functionally with tech and non-tech teams
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

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.

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.

Brisbane, QLD, AUS | Melbourne, VIC, AUS | Sydney, NSW, AUS
- Experience of Six Sigma/ Lean analytical techniques
- Experience in complex problem solving, and working in a tight schedule environment

**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 committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

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