As a Senior Manager in the EU Ops Concessions team, you will lead a team of Program Managers, BIEs, and SDEs to deliver a critical goal that will directly impact Amazon's P&L. Your objective is to reduce the defect rate and the cost of items that are not delivered to customers and not returned to Amazon. This is a new workstream where you will have the opportunity to innovate and deliver at scale.
These defects often do not reside within a single operations business line but span multiple functions, including first mile (FC), middle mile (ATS), last mile (AMZL, Carrier) and Reverse logistics. You will work closely with senior leaders to influence decision-making and guide them to focus on high-impact areas by creating clear business cases that consider trade-offs.
The success of this role will depend on your ability to successfully deliver programs and improvement initiatives through cross-functional collaboration. You will need to demonstrate a strong Bias for Action to achieve the team's goals.
This role will be based in London (LHR16) or Luxembourg (LUX12).


Key job responsibilities
- Own the goal of reducing DPMO and costs for the "not delivered – not returned" metrics across EU Amazon.
- Responsible for the operating planning (OP1/OP2) cycles for the program.
- Deliver OP2 savings through initiatives that impact this goal.
- Dive Deep into data to identify the biggest operational opportunities in a new area with a lot of ambiguity.
- Actively seek operational improvement opportunities to ensure items are safely returned to the FC in good condition if they are not delivered.
- Develop and guide team members to focus on the most impactful areas of opportunity.
- Identify trends and take ownership to solve problems. Escalate any delays in timely manner which puts deliverables at risks.
- Support teams (FC, AMZL, GTS, ATS, Relo FC) in prioritizing initiatives to create an end-to-end secure network.
- Lead WBR, MBR, and QBR with end-to-end senior stakeholders (including L8, L10).


A day in the life
You will manage a team of Program Managers and technical team members who will collaborate with various tech, operations, and business stakeholders to drive business-critical programs. You’ll challenge and guide the team to ensure timely progress and the completion of their deliverables, coordinate their efforts, and address any lack of traction or adoption where necessary.
You will take ownership of the goal, stay focused on delivering the roadmap, and regularly review milestones. Lead discussion with finance partners to ensure savings glidepaths are met. You’ll identify trends early and act without delay. Regularly influence other business lines to maintain focus on the right areas and escalate any delays that put deliverables at risk.


About the team
EU Ops Concessions oversees E2E Ops Controllable Concessions, Undeliverables, and Unreturned items for the EU Amazon Fulfilment network. The team runs EU-wide initiatives aimed at improving the customer experience by identifying, analysing, and resolving operational defects in the First (FCs), Middle (ATS), Last-mile (Carriers and AMZL), and Transportation networks. The products developed by the team are rolled out across the EU Amazon Fulfilment network. As our tools have become the standard in the EU, some have already been adopted by global stakeholders.