Description

The CS Expansion Team is looking for a Post Delivery Experience Manager for NL, SE, PL and Expansion Countries to support the continuous improvement of the Returns/Refunds and Concessions experience with a focus on reducing defects in new marketplaces.

Working with multiple operational teams (including Transportation, Fulfilment Center, AMZL, Retail/3P, Aftermarket services) the Post Delivery Experience Manager will understand and report Returns customer pain points and concessions root causes to work on continuous improvement projects with those teams and drive solutions. The Post Delivery Experience Manager will work with the different stakeholders to translate needs into specific roadmaps, identify key performance indicators, scope and post deliver metrics for measuring progress and become established as the subject matter expert.

The role will be responsible for providing analysis, deep dives and drive Customer Returns experience improvements. The role aims compiling and analyzing concessions and returns data across the network to identify policies and processes which could be changed to reduce defects and highlight policy compliance to the Operations team. She/he will develop and implement standards, processes and models needed to reduce customer effort and produce reporting and analysis that enable the Customer effort reduction team to take action on her/him recommendations.

The ideal candidate will be comfortable in a fast-paced, multi-tasked environment; will be a creative and analytical problem solver with an obsession for the customer. She/he has to be an experienced program manager, who can work independently and has a demonstrated ability to execute complex operational-process improvements within an ambiguous, high performance environment. The successful candidate will be an excellent analyst, communicator and influencer with the ability to drive change throughout the organization.

The role will be based in Luxemburg reporting to the Customer Experience Manager for NL, SE, PL and Expansion Countries.

Key job responsibilities

• Analyze metrics, key indicators and other available data sources to discover root causes of process defects.

• Work with cross functional teams providing various analysis and reporting to ensure change is driven into the relevant areas.

• Influencing within the Operations network and senior leaders within Amazon any items related to defect metrics and impacts on customer, proposing change initiatives, and executing the change.

• Create and execute a project roadmap to reduce concessions and improve the poste delivery customer experience, including technical and business process improvements.

• Communicating and presenting to a senior audience, and ensuring appropriate escalation of defects.

We are open to hiring candidates to work out of one of the following locations:

Luxembourg, LUX

Basic Qualifications

Bachelor’s degree or equivalent.

Experience in sourcing and analyzing multiple sources of data and providing a clear report of issues and their impact.

Capability to make efficient and effective process improvement proposals.

Project/Program management experience, able to manage several projects/initiatives at same time.

A high proficiency in MS Excel and SQL and strong analytical skills with proven ability to use data to drive change.

Preferred Qualifications

• Master’s degree or MBA.

• Program/Project Management.

• Experience in Customer Operations.

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