Transportation Consumer Relations Program Manager, Customer Delivery Excellence (CDE)
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
A day in the life
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.
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
Basic 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
Company
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.
Contact
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Job ID
A10475741