Process Improvement Manager, CX, SC Quality, EU ATS CX
5 months ago
In transportation performance management, we improve customer experience through continuously optimizing the complex movements of goods to customers throughout Europe. As Process Improvement Manager in the Concessions and Damages team, you will be responsible for the quality performance of our Middle Mile transportation network and Ship with Amazon business. You will drive EU wide large-scale programs / products that deliver a positive impact on our customers.
Key Responsibilities include:
-Review daily process defect data, identify root causes, develop and align action plans, and evaluate their impact all in collaboration with site Operationss.
-Provide proactive feedback to operations management on quality related issues and collaborate with central teams on projects and system enhancements.
-Gain expertise in key MMN process paths and exception handling and ensure process discipline across all shifts and departments through training and audits.
-Perform daily process audits in Sortation centres to ensure adherence to PMVs and SOPs, highlighting non-adherence and engaging ACES for necessary changes.
-Conduct regular reviews (daily, weekly, and monthly) of quality metrics with site leadership including concessions, damages, DEA, returns, and scan compliance and customer feedback.
-Establish effective communication channels for sharing quality-related updates and best practices within assigned sites/region.
The ideal candidate for this role will be able to:
-Demonstrate a commitment to consistently enhancing the customer experience, both internal and external.
-Travel to sortation centers and collaborate with site teams to promote quality improvement initiatives
-Engage in thorough root cause analysis of intricate and unclear problem statements to devise solutions, prioritize opportunities, and facilitate sustainable network enhancements.
-Maintain adaptability and responsiveness to evolving business priorities, embracing new ideas.
-Effectively influence stakeholders and negotiate priorities with partner teams.
A day in the life
As a Process Improvement Manager, you’ll be at the forefront of making Amazon’s logistics better – which means improving safety and quality. Part of your role will involve running observations and audits to identify where processes could be enhanced. Another part of your role will be to direct operations team and central support teams in recommending changes. You will be accountable for positively influencing operational quality at the site. You’ll have the opportunity to share best practices and ideas with our EU network. In this role, you’ll use data to drive improvements and continue to grow our shipping capabilities.
About the team
Amazon couldn’t deliver at pace without the Amazon Transportation Service (ATS) team. As part of ATS, you’ll be welcomed into a diverse team that plays a central role in our success. Our team captures data and uses it to drive decisions. They are key to making Amazon more innovative and efficient.
We put safety first as our people are our priority. And we use the expertise of our people to get packages to their destination – quickly, conveniently and sustainably.
We are open to hiring candidates to work out of one of the following locations:
London, GBR
BASIC QUALIFICATIONS
- Transportation or Supply Chain experience (previous Operations experience preferred), within a high-volume logistics, manufacturing or engineering environment, as well as Project Management experience.- Bachelor’s Degree from an accredited university or equivalent qualification
- Proficiency in the local language and English, verbally and written.
- Experience using data and metrics to test theories, confirm assumptions, generate ideas, execute and measure success
- Advanced knowledge of Excel and demonstrated experience querying relational databases using SQL (or other query language), along with experience using large complex data sets to design models and scenarios.
PREFERRED QUALIFICATIONS
- Demonstrated experience with Lean and Six Sigma methodologies or similar techniques- Degree in a science or logistics-based discipline
- Previous Inventory Control and Quality Assurance Management experience, performance metrics, process improvement and Lean techniques
- Strong analytical abilities, including Proficiency in Python or any programming language with strong data analysis skills
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleWe are seeking a highly skilled Process Improvement Manager to join our Amazon Transportation Service (ATS) team in the EU. As a key member of our team, you will be responsible for driving quality performance across our Middle Mile transportation network and Ship with Amazon business.Key ResponsibilitiesReview daily process defect data,...
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleWe are seeking a highly skilled Process Improvement Manager to join our Amazon Transportation Service (ATS) team in the EU. As a key member of our team, you will be responsible for driving quality performance across our Middle Mile transportation network and Ship with Amazon business.Key ResponsibilitiesReview daily process defect data,...
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleWe are seeking a highly skilled Process Improvement Manager to join our Amazon Transportation Service (ATS) team in the EU. As a key member of our team, you will be responsible for driving quality performance across our Middle Mile transportation network and Ship with Amazon business.Key ResponsibilitiesReview daily process defect data,...
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleWe are seeking a highly skilled Process Improvement Manager to join our Amazon Transportation Service (ATS) team in the EU. As a key member of our team, you will be responsible for driving quality performance across our Middle Mile transportation network and Ship with Amazon business.Key ResponsibilitiesReview daily process defect data,...
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleAs a Process Improvement Manager in our EU Transportation Network, you will play a critical role in enhancing the quality and efficiency of our logistics operations. Your primary responsibility will be to identify areas for improvement and develop strategies to optimize our processes, ensuring seamless delivery of packages to our customers.Key...
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleAs a Process Improvement Manager in our EU Transportation Network, you will play a critical role in enhancing the quality and efficiency of our logistics operations. Your primary responsibility will be to identify areas for improvement and develop strategies to optimize our processes, ensuring seamless delivery of packages to our customers.Key...
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleAs a Process Improvement Manager at Amazon UK Services Ltd. - A10, you will play a critical role in enhancing the customer experience by optimizing our logistics processes. This position requires a strong analytical mindset, excellent communication skills, and the ability to drive process improvements across the organization.Key...
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London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full timeAbout the RoleAs a Process Improvement Manager at Amazon UK Services Ltd. - A10, you will play a critical role in enhancing the customer experience by optimizing our logistics processes. This position requires a strong analytical mindset, excellent communication skills, and the ability to drive process improvements across the organization.Key...
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