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Customer Operations Manager

2 months ago

Coalville, Leicestershire, United Kingdom ENGINEERINGUK Full time
Job Title: Customer Management Operations

At ENGINEERINGUK, we believe that every day is still day one. That's the energy and passion behind our company.

Department Overview

Our Amazon Freight Operations (AF Ops) team is the Pan-European central control center 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.

Job Summary

The Customer Support Manager manages a large team responsible for 24x7 frontline operations for both Inbound and Off-Amazon transportation. They work 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.

Key Responsibilities
  1. Gather functional requirements and convert those into a realistic, detailed functional spec and project plan.
  2. 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.
  3. Serve as escalation point for shipper support leads.
  4. Identify and evaluate potential risks/obstacles with minimal direction from senior managers, with the appropriate corrective actions being driven.
Requirements
  1. A degree
  2. Experience in team management
  3. Experience in program or project management
  4. Experience working cross-functionally with tech and non-tech teams
  5. Experience delivering cross-functional projects
  6. Experience in supply chain
  7. Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
  1. Experience implementing repeatable processes and driving automation or standardization
  2. Experience in data mining, data management, reporting, and SQL queries

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