Description

*Please note: This position can be based in any of the following corporate offices: MAN11 Manchester, MAD12 Madrid, LHR140 London

Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, we are looking for a Sr. Manager to focus on reducing Concessions in EU Operations. You will manage large-scale programs that improve the customer experience and find ways to positively surprise our customers with our services.

We are looking to hire an experienced leader to join the EU Quality leadership team, with background in Amazon Operations. As a Sr. Manager, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements. Achieving such aspirational goals will require insisting on the highest standards, developing and iterating on new processes, and driving continuous improvement activities internally and externally. You will build collaborative relationships with numerous teams (operations, tech, and corporate) to identify solutions and to create and execute a Delivery Experience project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis.

The successful candidate will have a true operational hands-on approach and strong leadership skills. This position involves regular interactions with senior leadership (VP+) and at Director level across EU. The candidate will need to be comfortable communicating robustly whilst also working directly with various functional teams and individuals at all levels of the organization across the Amazon network.


Key job responsibilities
• Customer-Focus: Develop a thorough understanding of customer needs related to our deliveries. Use that knowledge to create metrics that drive change and enable operations to provide an exceptional delivery experience.
• Deliver Results: Lead complex process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management.
• Manage Ambiguity: Understand complex business problems and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
• Stakeholder management: Build trustworthy relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for your customers while influencing with and without authority.
• Drive best practices with a focus on outcomes for our customers. You will identify and own EU initiatives that will continue to optimize our highly customer focused operational teams. You will have high performance standards that you will drive continuous improvement across the business.
• Own strategic planning and delivery for high volume events and future volume growth.
• You will set the standard on culture and leadership, hiring and developing the best to build out a world class team.