Customer Support Manager
1 month ago
At Amazon we believe that every day is still day one. That's the energy and passion behind Amazon.
Amazon Freight Operations (AF Ops) is the Pan- European central control centre for Amazon Freight's Shipper Support and Transportation Execution. The team is responsible for planning and scheduling the transport orders placed by our customers (Shippers), and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freight's European transportation network and have direct impact on Shipper Experience.
Overview of Customer Support Manager, AF
The Customer Support Manager manages a large team responsible for 24x7 frontline operations for both Inbound and Off-Amazon transportation. S/he works in a cross-functional environment with Shippers, Carriers, the Amazon Freight business team, Supply Chain, and the Retail organizations to determine future demand for transportation resources, and translates the aforementioned into accurate capacity plans. Gathering functional requirements and converting those into a realistic, detailed functional spec and project plan.
- Prioritize competing projects across departments, and focus individual and team projects for an entire group or department, or a major piece of a larger cross-company product or project.
- Serve as escalation point for shipper support leads.
- Identifying and evaluating potential risks/obstacles with minimal direction from senior managers, with the appropriate corrective actions being driven.
- Experience in team management
- Experience in program or project management
- Experience delivering cross functional projects
- Experience defining program requirements and using data and metrics to determine improvements
Experience in data mining, data management, reporting, and SQL queries
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