Program Manager, Speed & Customer Experience
Amazon
Luxembourg , LU
il y a 5j

DESCRIPTION

Our vision is to be earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.

In line with our vision, the Seller Fulfilled Prime (SFP) program launched in 2015 offering Sellers in Amazon’s Marketplace the opportunity to make their products eligible for the Prime badge, while fulfilling orders from their own warehouse.

Sellers are required to uphold Amazon’s high standard for the Prime customer experience by shipping on time and using qualified transportation solutions.

Within Europe, SFP has launched in Germany, United Kingdom and France, adding Prime selection for customers and driving growth.

Position Summary & Responsibilities

Amazon currently seeks an experienced Delivery Experience Analyst to join the EU Seller Fulfilled Prime and Merchant Fulfilment Network Delivery Experience (MFN DEX) team of Amazon EU Seller Services in Luxembourg.

You will join a dynamic team delivering initiatives with tremendous growth potential, as the amount of carriers joining the program in Europe is growing, and amount of parcels shipped is growing even faster.

Deliver Experience covers the entire journey of a parcel, and deals with performance management of both Carriers and Sellers, to secure the best Customer Experience.

The role is pan-European in scope and will interact with various business, transportation and technical teams within Amazon and with carriers externally.

Some travel within Europe will be required. We are looking for a candidate who can analyze large amounts of data, discover and solve problems, and implement new processes for monitoring and improving carrier performance in Amazon’s Marketplace.

The successful candidate will own measuring and evaluating all aspects of delivery performance affecting Seller Fulfilled Prime customer experience.

You will also contribute to defining and executing initiatives, internally and externally, to improve performance. Your responsibilities include :

  • Monitor and analyze speed, timeliness, and customer experience of our transportation network by managing promises given to customers.
  • Identify, analyze and dive deep on drivers for performance, e.g., seasonal, weather, capacity, performance, and quickly understand the business impact to enable data-driven decision.
  • Drive projects to improve Carriers and Sellers operational performance based on your analysis
  • Providing reports and analysis through tools, portals and databases (Oracle BI, Tableau, Excel, SQL and / or other data management systems)
  • Drive projects to improve reporting and analytics
  • Work closely with carrier managers across EU, as well as Account management teams working with Sellers, and colleagues in the WW program in Seattle
  • Summarize and present your results to senior management
  • Travel (
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