Senior Driver Investigation Incident Process Improvement Manager

4 settimane fa

Milano, Lombardia, Italia Amazon A tempo pieno
Job Title: Senior Driver Investigation Incident Process Improvement Manager

We are Amazon, and we are pioneers. Since our virtual doors opened in 1995, we have been pushing the boundaries of what is possible. Our entire business is dedicated to delighting our customers, from the moment an order is placed online to the seamless coordination of that order behind the scenes. We strive to stay agile, fluid, and intentional. This is reflected in one of our core Leadership Principles, Bias for Action. Our teams come together, roll up their sleeves, and are not content with standing still. We aim to become the most customer-centric company on Earth.

Job Summary

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 allow our customers (Country leaders, DSP and Stations Managements, Drivers, Onsite Managers, and DSP owners) to understand and improve engagement as well as retention. The EU Engagements & Escalations team combines reporting, project, and operational resources to deliver drivers and customers experience improvements in Europe. Our organization is a vital subject matter and operations hub that provides the global Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders while protecting customer experience.

Key Responsibilities
  • Manage our EU-wide Driver experience and Escalation intake channel and investigate the most critical incidents in terms of Driver experience and risks where one or potential multiple Drivers are affected.
  • Organize conference calls with different stakeholders to reach consensus, risk mitigation, prepare a conclusive incident investigation summary, or support the team in doing so at a high bar.
  • Own the end-to-end management of driver escalations, including the investigation, resolution, and follow-up on actions.
  • Organize and maintain approaches that ensure large-scale investigations are driven with high priority and progress or action items are visible at all times to internal stakeholders.
  • Work proactively to investigate highly sensitive HR and Employee Relations issues, including conducting complainant, witness, and subject employee interviews, analyzing data from various internal systems, case adjudication, proposing remedial action based on investigation findings, and producing completed investigation documentation.
  • Independently manage assigned casework, bringing investigations to closure rapidly and definitively.
  • Design, collect, and analyze multiple levels of employee and stakeholder feedback.
  • Analyze aggregate casework data to identify issue trends and opportunities for proactive issue mitigation.
  • Analyze casework trends and produce strategic recommendations to the business to proactively address systemic issues.
  • Partner to engage in continuous improvement of communication vehicles and practices.
  • Partner in analysis and revision of people programs, policies, and practices to sustain a positive work environment for Delivery Station Associates and Drivers.
  • Consult and collaborate with business partners, Corporate ER teams, Legal teams, and 3rd Party Vendors on complex employee investigations.
  • The individual will also work re-actively on critical employee relations issues that are crisis-oriented and typically can only be successfully completed with limited time.
Requirements
  • 5+ years combined human resources, labor relations, investigative, or legal experience, and demonstrated passion for employee relations, labor relations, investigations, or labor/employment law with an emphasis on labor and employee relations work.
  • Solid understanding of employment and labor laws.
  • Experience in conducting investigative fieldwork, including complainant, witness, and target employee interviews, investigative data analysis, and production of investigative documentation.
  • Prior experience supporting hourly employee client groups.
  • Bachelor's degree required.
  • The ideal candidate for this position has strong communication, dive deep capabilities, and interpersonal skills, enabling them to work successfully on a broad spectrum of employee and labor relations issues and projects.
  • You are tech-savvy, e.g., in the usage of Excel, used to work with a large variety of tools, data mining, and reporting.
  • With your practical mindset, you're able to find practical and simple solutions to complex problems, without sacrificing any quality or core functionality.
  • Comfortable to influence a fast-paced matrix team consisting of internal and external stakeholders.
  • You're a great communicator: you're confident when communicating, especially with varying levels of seniority, within a large organization.
  • You can drive improvements while demonstrating strong analytical skills: you'll utilize exceptional problem-solving and communication skills to influence process change by, e.g., writing clear and detailed functional specifications based on business requirements.
  • You structure and develop implementation plans and work with our stakeholders to pilot and test new solutions and then roll-out across the broader organization at country/cross-country and/or cross-regional level.
  • You're an agile, forward-thinking innovator: you're able to thrive with your team, even as you manage occasional ambiguity and/or conflicting priorities and demands.
Preferred Qualifications
  • Advanced degree, law degree, or other specialized training in labor/employee relations a significant plus.
  • Certified Fraud Examiner (CFE) Designation.
  • Logistics industry experience a plus.
  • Experience in leading medium to large complex, cross-functional strategic projects and opportunities.

Language: Business professional English verbal and written is required. One or more of the following languages are a plus: Polish, Dutch, Arabic, Turkish.

Location: The role can be based in Milan, Madrid, Munich, Luxembourg, or London.

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