Transportation Consumer Relations Program Manager, Customer Delivery Excellence (CDE)

Amazon · Nashville, TN · Today

Project ManagementFull-time

Description

The Customer Delivery Excellence (CDE) organization is composed by program management professionals, people leaders, data scientists, and business intelligence engineers. The team leverages data and defect anecdotes to continuously improve customer experience and fulfillment service performance at Amazon. CDE implements governance policies and key performance indicators to ensure that business decisions from technology, fulfillment, and transportation result in world-class on-time execution of Amazon's supply chain. CDE influences and defines short and mid-term roadmaps with vertical organizations to ensure units arrive safely, defect-free, and within the planned service agreement. The team maintains a balance between speed and cost but does not allow on-time performance to degrade due to either.

Key job responsibilities

Research and draft summary reports for Senior Leadership as part of the customer escalation process.
Resolve high complexity customer concerns escalated by the Amazon Executive team or Customer Service partners.
Oversee communication with external partners (Carriers) and internal partners (Customer Service, Procurement, Supply Chain, Amazon Projects, Global Transportation).
Onboard teams to the Escalation Platform and conduct training sessions/demos.
Create a narrative outlining the weekly status of open escalations and commitments to socialize with business teams interacting with the Escalation Platform.
Generate standard reports to assist in analyzing trends and business opportunities exposed through the customer escalation process to drive positive resolutions affecting customers.
Pull data from numerous databases (using Excel, SQL, and/or other data management systems) and perform ad hoc analysis as needed.

Qualifications

Bachelor's degree or equivalent
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
2+ years of program or project management experience
3+ years of operations, customer service, retail, distribution, shipping, logistics, healthcare, hospitality, or manufacturing experience

Preferred Qualifications

Experience with SQL
Experience in requirement gathering and ability to write clear and detailed requirement documents

Benefits

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan

Learn more about our benefits here: https://www.amazon.jobs/en/internal/benefits/us-benefits-and-stock

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.