Please note: This job is advertised for London and Luxembourg office but can be located in any EU FC.

At Amazon we believe that every day is still day one. A day to take the first step and a day to look forward to new challenges. And, today is that day for you. It's your day to be part of something great. A day to make your ideas come to life and your day to join a company that redefines itself every day. A day to make history. That's the energy and passion behind Amazon.

The Performance Management Leader (PML) leads and develops the Customer Delivery Excellence across our European Fulfillment Centers in a cross-functional environment with Operations, Analytics and stakeholders across the Supply Chain.

The PML defines and monitors relevant metrics, connects them with shop floor processes and identifies opportunities for performance improvement as well as corrective and preventive actions.

They provide in-depth analysis of data for decision making in order to ensure reliable delivery and visibility of Amazon value streams. The PML develops projects and initiatives, presents them to senior management on a regional level. While we center on EU level, the Process Improvement Specialist owns the design and roll-out of their initiatives globally.

The role requires the ability to communicate and influence at all levels, process understanding as well as good analytical background. They strive consistently to excel on highest standards in Amazon to increase customer satisfaction by providing fast, reliable world-class services.

The successful candidate will have strong project management skills, operations management experience combined with analytical knowledge and is comfortable facilitating ideas and working from concept to execution. This role will also develop tools with support of analytics team to help decision making based on data and trend for business partners to drive improvements.

We are seeking a leader with passion and skills in process improvement, program management as well as a strong background in Operations, Transportation, Supply Chain or Analytics to join our EU team in Luxembourg, London or any of our European Fulfillment Centers or Corporate Offices. You want to strive hard to find out about what we do not know yet and provide your stakeholders with the data to be right a lot in taking decisions for excellence in customer delivery experience.

The PML leads daily process performance management, improvement programs, scrutinizes data to find defects and brings to light new ideas for more efficient and effective processes enabling a better service to our customers, such as to identify opportunities to ship and deliver packages more accurately on-time, faster and cheaper to customer promises. This will also involve work with various stakeholders and partners from Operations Fulfillment Centres, 3P nodes, Carriers, Amazon Linehaul and Last Mile Delivery, Finance, Customer Service, Planning and Engineering, HR etc.

The PML is accountable for developing their network and understanding processes end to end to help stakeholders making right decision in their stream and fixing complex issues. They are responsible of applying statistical models on our operational challenges and giving recommendations on practical implementation based on their findings. They take advantage of static methods and partner with analytical team.

Key job responsibilities
- Drive our existing process improvement roadmap bringing new ideas and projects for more reliable performance, influencing stakeholders making right decision for Customer Delivery Experience outstanding performance
- Act as ambassador and enabler for our front-line teams, making sure we detect problems ahead of customer impact, identify root causes and implement corrective actions.
- Collaborate with internal and external stakeholders (Operations, Central Flow, Supply Chain, Transportation, Commercial Carrier teams and ICQA).
- Implementation of new processes and methodologies across the organization.
- Development of assessments and reports to quickly understand the business impact of trends and make decisions based on available data.
- Reporting and analysis through tools, portals and reports; following solution-driven approach to systems and processes, using advanced computer literacy and manipulating/mining data from database tables.
- Pull and report data from numerous databases (using Excel, Access, SQL and / or other data management systems) and to perform ad hoc reporting and analysis as required (coding skills are optional).
- Be required to travel 20% of the time

About the team
Customer Fulfilment, or CF, is where it all started for Amazon. CF has scaled up from a humble team of booksellers to a sophisticated global team which handles more than 1.5 million orders every day. The team is the foundation of our business and its efforts have helped us diversify across new regions and services. With the help of emerging technology, we’re always looking for ways to offer a bigger, better product range – delivered quickly and affordably.

The CF team are the first people in the chain that helps customers get products at the speed we’re known for. We’re based in Fulfilment Centres, which are at the heart of Amazon’s fast-paced Operations network. Our centres are sometimes referred to as the ‘First Mile’ because it’s where most Amazon packages start their journey. We help to manage dynamic inventory and facilitate speedy deliveries round the clock.

Lots of different people work in our Fulfilment Centres, so there are plenty of opportunities for every skillset. Some of us work with physical products, while others analyse data to help everyone across the business make smart decisions.