Descrição
DESCRIPTION:
Are you interested in creating the future of e-com shipping? Our team is changing the way we interact with customers around the globe and building a new, emerging shipping business to solve some of the biggest logístical opportunities facing not just Amazon, but the entire industry.
Amazon is looking to hire a highly organized, customer-obsessed and data-driven Manager, Shipper Support. You will lead a team in a dynamic and complex space that links our customers, our business and our support partner teams together, holding a high bar with regard to customer obsession and operational performance.
This role can based in Bellevue or Nashville.
Key job responsibilities
- Determine and implement effective customer solutions quickly, both directly and through stakeholders (Commercial, Product Management, Tech, Operations) at all levels
- Identify and analyze data, including First Contact Resolution, Expressed Dissatisfaction Rate, and Contacts per Shipment to isolate issues, develop solutions and prioritize opportunities for improving customer experience
- Plan and manage multiple parallel customer requests; create, maintain and disseminate information to stakeholders and senior management
- Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing the customer’s needs and using data and technology to anticipate and exceed them
- Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail, and Payments teams, software development and IT to design the project’s standard operational procedures, processes and technical requirements
BASIC QUALIFICATIONS:
- 5+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of team management experience
- 5+ years of program or project management experience
- 2+ years of supply chain experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS:
- Experience managing, analyzing and communicating results to senior leadership
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.