Senior AMZL Process Improvement Manager, EU Trust & Safety

City Of Westminster, London
Amazon TA
At Amazon, we are working to be the most Customer-centric company on earth. One customer experience is that we’re constantly looking to take to a new level in how we fulfill and deliver customer orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space. Come join the team and help us make history!

Key job responsibilities
– Monitor and report on AMZL escalations metrics, deep dive and identify trends/root causes.
– Liaise with the DSP and operations teams to learn and implement best practice and to drive performance improvements.
– Define and continuously improve processes, reporting and SOPs for escalations handling, investigation and resolution.
– Identify patterns in escalations, lead analysis to dig into the situation and propose initiatives to remedy root causes in cooperation with in-country DSP teams, customer service and other departments.
– Build a foundation of knowledge around AMZL and Customer Service processes.
– Provide crisp and timely communication on developing issues to relevant stakeholders and service teams.
– Support the creation of goals around key operational metrics.
– Perform complex data analysis in support of ad-hoc reporting requests.
– Conduct trending analysis to identify performance gaps and highlight strengths.

About the team
Amazon Logistics, or AMZL, handles ‘last mile’ delivery duties in partnership with third-party distribution businesses. We utilise creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions for our newest concepts, like Amazon Fresh, Prime Now and Amazon Restaurants.

We are open to hiring candidates to work out of one of the following locations:

London, GBR
BASIC QUALIFICATIONS – A degree.
– Relevant experience in analyzing, consolidating, aggregating data from various sources and reporting results.
– Advanced Excel skills.
– Relevant experience in managing projects and improving processes.
– Upper intermediate proficiency in written and verbal German.

PREFERRED QUALIFICATIONS Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
– Advanced or master’s degree.
– Experience in managing 3rd party companies.
– Relevant experience in handling and prioritizing when presented with a high volume of engagement.
– Proficient in SQL/Python to perform data analysis and create automation.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice () to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT – 4:00 pm GMT. If calling directly from the United Kingdom, please dial (tel:). If calling from Ireland, please dial (tel:).