Job Description
DESCRIPTION
Are you interested in creating the future of e-com shipping? Our team is changing the way we interact with customers around the globe and building a new, emerging shipping business to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.
Amazon is looking to hire a highly organized, customer-obsessed and data-driven Manager, Shipper Support. You will lead a team in a dynamic and complex space that links our customers, our business and our support partner teams together, holding a high bar with regard to customer obsession and operational performance.
We are reinventing the approach to serving this industry and looking for a candidate who can partner with Commercial teams, Operations, Product Management, and Tech as we challenge the status quo and invent on behalf of our customers. As a leader, you will work in a dynamic, versatile, and complex space that links our customers, our business and our support partner teams together, holding a high bar with regard to customer obsession. We are seeking a customer obsessed individual with high attention to detail and delivering results to ensure an optimal experience for our customers. This person will leverage customer feedback and insights to drive continuous improvement, drive contact reduction whilst serving a variety of customer support items to positive resolution.
This role can based in Bellevue or Nashville.
Key job responsibilities
- Determine and implement effective customer solutions quickly, both directly and through stakeholders (Commercial, Product Management, Tech, Operations) at all levels
- Identify and analyze data, including First Contact Resolution, Expressed Dissatisfaction Rate, and Contacts per Shipment to isolate issues, develop solutions and prioritize opportunities for improving customer experience
- Plan and manage multiple parallel customer requests; create, maintain and disseminate information to stakeholders and senior management
- Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing the customer’s needs and using data and technology to anticipate and exceed them
- Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail, and Payments teams, software development and IT to design the project’s standard operational procedures, processes and technical requirements
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of team management experience
- 5+ years of program or project management experience
- 2+ years of supply chain experience
- Experience defining program requirements and using data and metrics to determine improvements
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