Senior Customer Experience Manager

3 settimane fa


Lombardia, Italia Confidenziale A tempo pieno

Job summary At Amazon Logistics (AMZL), we are building a world-class last mile operation, where Last Mile Delivery Experience (LMDX) plays a key role. In LMDX we work for our customers. We aim to fulfill their necessities and delight them, building a consisting but customized delivery experience. We are continuously anticipating their needs by building the processes and products needed to make this happen. The successful candidate will be self-motivated, passionate, highly analytical and detail-oriented, possess superior interpersonal and communication skills, and be comfortable working independently to drive growth and change in a fast-paced environment. Bias for action is an absolute must, and candidates demonstrate a superior record of accomplishment of delivering results. Responsibilities include:
You will review and analyze customer defect data, developing a thorough understanding of customer needs and pain points related to ourdeliveries, driving action plans to reduce defects. You will use that knowledge to advocate for/drive delivery of studies and services that enable Amazon to provide customers with an exceptional delivery experience. You will lead large and complex process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management. You will write and review business cases, perform supporting research and analysis, write specifications, and drive the product development schedule from design to release. Successful candidates will be excellent communicators and highly motivated to deliver results. You will work cross functionally with peers globally to support training, best practices, and shared opportunities. The LMDX team is looking for an analytical, technically skilled, innovative, hands-on, and customer-obsessed Manager that can drive innovation and execute in last mile delivery and transportation networks.



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