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Description
Our entire business works hard to delight our customers – from the second an order is placed online to the seamless coordination of that order behind the scenes, we strive to stay agile, fluid and intentional. That can be described in one of our core Leadership Principles, which is Bias for Action. This means that our teams band together, roll up their sleeves, and aren’t content with just standing still. We’re aiming to become the most customer-centric company on Earth.
The ES On the road (OTR) team is responsible for managing and growing the network of providers that power Amazon's in-house last mile delivery service. Our partners work out of delivery stations across Spain and are assigned delivery routes and packages.
The ES OTR Escalations team is central to achieving the program objectives of DSP Last Mile Delivery.
As Manager, OTR Escalations team, you will be responsible for tracking and taking to completion all the escalations in different areas of the business.
Because of the impact, this is a highly visible role with senior leaders and decision makers in Amazon operations. The incumbent will regularly lead business and planning reviews with senior operations leaders, and manage relationships and drive alignment across a variety of stakeholders – including planning, finance, fleet, expansion and the local country teams. It is also a highly innovative space requiring the incumbent to use a quantitative and analytical approach, balanced by business judgment to determine the capacity strategy, while constantly iterating on the process to drive improvements.
Successful candidates will think like business owners and drive results by building solutions on behalf of our customers. They love innovation and enjoy interacting with different stakeholders. They will be resourceful, customer-focused, team oriented, have an ability to work independently under time constraints, and will have an ability to change focus at a moment’s notice, while still meeting deadlines. They will have experience in cross-functional stakeholder management, connecting the right groups, and organizing multi-faceted answers to difficult questions. The candidate will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment.
Key job responsibilities
Key job responsibilities
-Build, coordinate and track all the different escalations with ASANA. Providing leadership with visibility and ETAs.
-Coordinate with stakeholders the tracking and status of deliverables.
-Lead reviews with operations leaders on capacity planning.
-Partner with stakeholders to align on needs and escalations.
-Work cross-functionally across multiple operations functions to drive visibility and high standards.
-Deliver MBR and QBRs with leadership audience, stating clear action plans, owners and ETAs.
Basic Qualifications
Basic Qualifications:
Minimum 6+ Months experience as a NAEN Customer Service Associate.
In good standing, as outlined in our NACS Good Standing and Timeline Policy.
Exceeding the performance operational goals of the organization for the last 3 months.
Preferred Qualifications
Preferred Qualification:
Experience communicating with and presenting information to internal and external customers.
Demonstrates mastery of CS operations and tools.
Utilizes appropriate department resources.
Demonstrates effective communication, composure, and professional attitude.
Must be able to multi-task and demonstrate effective communication, composure, and professional attitude.
Possesses strong interpersonal skills.
Strong communication and people oriented skills desired.
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Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.