Customer Success Manager

3 weeks ago

England, United Kingdom Amazon Full time

Amazon

Posted 1 day ago

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Amazon Freight is a transportation service provider for externalshippers that uses the logistics network we built for Amazon todeliver freight safely, on time and at competitive costs. We offershippers access to the same network of carriers, technologyinfrastructure and tools that Amazon uses to move thousands of loadsdaily. Businesses of all sizes have access to the costs and levels ofservice of one of the largest shippers in the world. Amazon Freightspins Amazons broader flywheel by helping minimize empty miles bybringing in freight that flows complementary to our existing network.

Amazon Freight Operations Overview.

AmazonFreight Operations (AF Ops) is the Pan- European team that handlesAmazon Freight's Shipper Support and Transportation Execution. We areresponsible for planning and scheduling the transport orders placed byour customers (Shippers), and providing them with support at each stepof their journey. We play a critical role in ensuring the smoothfunctioning of Amazon Freight's European transportation network andhave a direct impact on Shipper Experience.

CustomerExcellence Manager, Projects Overview

We are looking tohire a motivated, customer-obsessed, high-ownership and commerciallyaware Customer Excellence Manager. The successful candidate would bededicated to Customer focused Transformational projects aimed to driveShipper excellence processes, enhancing Shipper/Amazon Freightexpansion whilst delivering a best in class service to our customers.

The Customer Excellence Manager will be the owner, responsiblefor defining and implementing customer excellence projects that meetsour customers needs across our customer success team while meetingbusiness performance goals. A successful candidate shall be a bigthinker who is highly analytical and customer focused with a trackrecord of delivering innovation. They must be able to Think Big andDive Deep into the business, and be skilled at managing multiplepriorities, and communicating effectively with employees of alllevels.

The ideal candidate will have an extensive backgroundin managing Operation and customer excellence projects andtransformational management. They will be highly detail and taskoriented and comfortable in a fast-paced, multi-tasked, high-energyenvironment. They will apply agile and design thinking principles toenable and continuously improve the end to end Customer successoperating model that best fits the needs of our customers and thebusiness. Is entrepreneurial, self-sufficient, has acute attention todetail and is able to operate in a fluid, deadline-driven environment

Key job responsibilities

ResponsibilitiesInclude, But Are Not Limited To:

  • Design and pilot specialprocesses for Customers success Shippers and effectively drive changemanagement and continuous improvement across this business unit,assessing the scalability factors of special processes for Full Truck/Less Than Truck Load workstreams
  • Proactively drivetransformation across the Customer Success team and the widerbusiness, promoting change and adoption to maximize the performance ofteams and deliver on agreed Revenue Targets, KPIs and Client SLAs.
  • Partnering with business development, product and wideroperations teams to ensure alignment on key objectives on efficientand on-time program implementation. Proven ability to influencestakeholders with different priorities and different functionsincluding but not limited to technology, legal and finance
  • Implementing the required governance mechanism via KPI andmetrics, along with ad hoc reporting and analytical deep-dives
  • Design and create specific mechanisms to measure CustomerExperience
  • Identify, design and implement product and serviceenhancements in order to continuously improve the customer offering.Drive and own change management related to these launches as well asfreight network expansion.
  • Review of business processes,systems, team skills and partner with relevant stakeholders toidentify, develop and deliver best practice initiatives
  • Applyagile methods and program management skills together in the design,development and delivering Customer transformation programs

About the team

Amazon Freight Europe is atransportation service provider for external shippers that uses thelogistics network we built for Amazon to deliver freight safely, ontime and at competitive costs. We offer shippers access to the samenetwork of carriers, technology infrastructure and tools that Amazonuses to move thousands of loads daily. Businesses of all sizes haveaccess to the costs and levels of service of one of the largestshippers in the world. Amazon Freight spins Amazons broader flywheelby helping minimize empty miles by bringing in freight that flowscomplementary to our existing network.

Amazon FreightOperations (AF Ops) is the Pan- European team that handles AmazonFreight's Shipper Support and Transportation Execution. We areresponsible for planning and scheduling the transport orders placed byour customers (Shippers), and providing them with support at each stepof their journey. We play a critical role in ensuring the smoothfunctioning of Amazon Freight's European transportation network andhave a direct impact on Shipper Experience.

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

BASIC QUALIFICATIONS

  • Knowledge of Excel (Pivot Tables, VLookUps) at an advancedlevel and SQL
  • Experience in program or project management
  • Experience working cross functionally with tech and non-techteams
  • Experience in defining and implementing processimprovement initiatives using data and metrics
  • Experience insupply chain
  • Experience defining program requirements andusing data and metrics to determine improvements
  • Bachelor'sdegree

PREFERRED QUALIFICATIONS

  • Experience in driving end to end delivery, andcommunicating results to senior leadership
  • Experience leadingprocess improvements
  • Experience in stakeholder management,dealing with multiple stakeholders at varied levels of theorganization
  • Experience building processes, projectmanagement, and schedules

Amazon is an equalopportunities employer. We believe passionately that employing adiverse workforce is central to our success. We make recruitingdecisions based on your experience and skills. We value your passionto discover, invent, simplify and build. Protecting your privacy andthe security of your data is a longstanding top priority for Amazon.

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