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

Affordable medical, dental, and vision coverage

Maternity and parental leave options

Paid time off (PTO)

401(k) plan

Amazon offers a wide range of additional benefits, including:

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• Comprehensive benefits including flexible spending accounts, adoption and surrogacy reimbursement coverage, and wellness programs
• Flexible work arrangements
• Discounts on Amazon products

Learn more about our benefits at https://amazon.jobs/en/benefits.