Program Manager- Delivery Exp, Customer Experience & Insights

Amazon Customer Service is seeking a Delivery Experience – Transportation Program Manager with project management experience to help us continue to improve our delivery processes. The role is to be the Voice of Delivery Experience, analyzing the processes and understanding areas for improvement.
This role is based in Paris office.

At Amazon, we’re working to be the most customer-centric company on earth. Customer Service is at the heart of what we do. Are you interested in joining our acclaimed Amazon’s Customer Service team to help shape the future of Amazon Customer Service in the FR & BE, reporting directly to the Sr Program Manager Delivery Experience FR & BE, and being involved in some of the most exciting initiatives for our employees and customers?

This role will be focused on improving delivery experience to customers. The successful candidate will manage the Customer service relationship with key retail partners in the areas of transportation. The role will help drive Amazon’s Customer Service strategy and find innovative and highly effective ways of working in the FR and BE Customer Service organisations. In this role, you will be coordinating major, high impact Customer Service cross-functional projects in a multi-cultural environment that directly impact our customer experience.

For this role, we are looking for a talented Program Manager who can prioritize well, communicate clearly and has a consistent track record of successful project delivery including creating new processes, implementing change and managing complex projects with often conflicting requirements. Proven ability to manage, influence, and engage a broad group of stakeholders is a must. Excellent written and verbal communication skills are essential.

.

Key job responsibilities
– Responsibilities include, but are not limited to:
– Completing analysis of processes and procedures with a mind to improve the Delivery Experience and its key metrics
– Building and driving innovative solutions to improve the delivery experience and performance metrics
– Ensuring communication bridges are initiated and upheld between transportation teams, carriers and customer service.
– Proactively manage large scale impacting issues

About the team
We are the empty chair in the room that represents the Customer. We collect the Voice of our Customers and engage with all teams within the company to remove friction from Customers’ journey on Amazon. We are successful when we continuously improve the overall Customer Experience by reducing customers’ effort, eliminating defects and related costs.

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

Clichy, FRA

BASIC QUALIFICATIONS

• French and English are mandatory, Flemish is a plus.
• Bachelor’s degree in Management, Business Administration, or a related area
• Strong analytical skills and ability to dive deep through multiple source of data to provide clear reporting of issues, root causes and how they affect customers

PREFERRED QUALIFICATIONS

• Experience in program/project management
• Experience in logistics/operations
• Knowledge of SQL
• Proven ability to work independently in a fast-paced environment

Amazon est un employeur engagé pour l’égalité des chances. Nous sommes convaincus qu’une main d’oeuvre diversifée est essentielle à notre réussite. Nous prenons nos décisions de recrutement en fonction de votre expérience et de vos compétences. Nous apprécions votre envie de découvrir, d’inventer, de simplifier et de construire. La protection de votre vie privée et la sécurité de vos données constituent depuis longtemps une priorité absolue pour Amazon. Veuillez consulter notre Politique de Confidentialité pour en savoir plus sur la façon dont nous collectons, utilisons et traitons les données personnelles de nos candidats.

Source ⇲