Senior Driver Incident Process Improvement Manager

4 settimane fa


Milano, Lombardia, Italia Amazon A tempo pieno

We are Amazon, a pioneer in e-commerce since 1995. Our business is designed to delight our customers through seamless coordination of orders. We strive to be agile, fluid, and intentional in our approach, as reflected in our core Leadership Principle, Bias for Action. This principle drives our teams to band together, roll up their sleeves, and continuously improve processes. The Amazon Logistics EU Deliver Service Partners (DSP), Engagement and Escalations team owns all EU-wide initiatives in Driver and DSP 1.0/2.0 engagement and escalations. Our organization has a strong record of ownership, creating mechanisms and providing tools that enable our customers to understand and improve engagement and retention. The EU Engagement & Escalations team combines reporting, project, and operational resources to deliver driver and customer experience improvements in Europe.

The successful candidate will have a significant impact on our mission to carefully carry out incident investigations and establish, expand, and standardize internal investigation incident management processes. As a strong influencer of our partner teams, the candidate will achieve tangible results with a win-win mindset for all stakeholders, improving driver, DSP, and customer experience. This includes implementing scalable, high-quality cross-team processes and ensuring fair and respectful treatment of drivers.

Your responsibilities will include managing our EU-wide Driver experience and Escalation intake channel, investigating critical incidents affecting one or multiple drivers, and organizing conference calls with stakeholders to reach consensus and risk mitigation. You will own the end-to-end management of driver escalations, including investigation, resolution, and follow-up on actions. You will also work proactively to investigate sensitive HR and Employee Relations issues, manage assigned casework, and design, collect, and analyze multiple levels of employee and stakeholder feedback.

To drive process improvements, you will work agile in a multi-site environment, developing strong relationships with internal stakeholders and last-mile delivery partners to improve compliance, productivity, safety, driver engagement, and customer KPIs. You will lead significant change, design creative solutions to complex problems, and apply an abstract view to current state and future needs of our incident management processes and practices.

The ideal candidate has strong communication, problem-solving, and interpersonal skills, enabling them to work successfully on a broad spectrum of employee and labor relations issues and projects. They are tech-savvy, able to find practical solutions to complex problems, and comfortable influencing a fast-paced matrix team. The candidate should be able to drive improvements, demonstrate strong analytical skills, and utilize exceptional problem-solving and communication skills to influence process change.



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