Sr Process Improvement Mgr, EU Trust & Safety
Amazon.com
The Senior Process Improvement Manager will carry out critical driver, customer and community member incident investigations to design, implement and rollout our key prevention strategies that ensure future incident mitigation by reducing incident frequency, impact and cost. This is a position that engages directly with leadership across AMZL and AMXL (DSP Management, Legal, PR, Audit & Compliance) to actively select, influence and drive results from key stakeholders, gaining alignment to launch initiatives across EU.
In this role, you will also play a pivotal part in defining internal metrics, their reporting formats, frequency by audience, source data and automate, converting raw data into easily-digestible periodic reports. Be the process improvement leader with a lean thinking and constantly strive to improve baseline performance and deliver exceptional customer experience for our customers and stakeholders.
Key job responsibilities
Design and launch long-term solutions to mitigate incident frequency, impact and cost.
Own KPIs and identify trends, root causes and building forecasts to ensure we are within goal.
Analyze data from various sources (internal systems, feedback from key stakeholders, large customer segments) and propose remedial action based on investigation findings.
Driving improvement initiatives to guarantee the Operational Excellence of our processes, including tech (e.g. automation) and non-tech (e.g. trainings) solutions.
Effectively communicate with stakeholders at all levels, providing regular updates on initiative status and impact. Require to write and present white papers, work backwards narratives, 6-pagers to senior leadership audience.
De-escalates risks to keep positive partner and employee relations.
About the team
At the Amazon Logistics EU Delivery Service Partners (DSP) Trust & Safety team, we own all EU wide initiatives in Driver and DSP 1.0/2.0 escalations. Our team provides the global Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders, while protecting customer experience.
In this role, you will also play a pivotal part in defining internal metrics, their reporting formats, frequency by audience, source data and automate, converting raw data into easily-digestible periodic reports. Be the process improvement leader with a lean thinking and constantly strive to improve baseline performance and deliver exceptional customer experience for our customers and stakeholders.
Key job responsibilities
Design and launch long-term solutions to mitigate incident frequency, impact and cost.
Own KPIs and identify trends, root causes and building forecasts to ensure we are within goal.
Analyze data from various sources (internal systems, feedback from key stakeholders, large customer segments) and propose remedial action based on investigation findings.
Driving improvement initiatives to guarantee the Operational Excellence of our processes, including tech (e.g. automation) and non-tech (e.g. trainings) solutions.
Effectively communicate with stakeholders at all levels, providing regular updates on initiative status and impact. Require to write and present white papers, work backwards narratives, 6-pagers to senior leadership audience.
De-escalates risks to keep positive partner and employee relations.
About the team
At the Amazon Logistics EU Delivery Service Partners (DSP) Trust & Safety team, we own all EU wide initiatives in Driver and DSP 1.0/2.0 escalations. Our team provides the global Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders, while protecting customer experience.
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