Escalations Program Manager, Delivery Service Provider (DSP), ES OTR

ENGINEERINGUK; Comunidad Valenciana; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

An innovative company is seeking a dynamic Manager for the OTR Escalations team. This role is pivotal in managing escalations and ensuring smooth operations across multiple functions. You will collaborate with senior leaders, drive alignment among stakeholders, and utilize analytical skills to enhance processes. If you thrive in a fast-paced environment and enjoy problem-solving, this is the perfect opportunity to make a significant impact. Join a diverse team dedicated to delivering exceptional results and driving customer satisfaction in a vibrant and inclusive workplace.

Formación

• 6+ months experience in customer service or related field.
• Strong interpersonal skills and ability to communicate effectively.

Responsabilidades

• Track and manage escalations across various business areas.
• Lead reviews and align with stakeholders on capacity planning.

Conocimientos

Stakeholder Management

Analytical Skills

Communication Skills

Problem-Solving

Multi-tasking

Customer Service

Herramientas

ASANA

Descripción del empleo

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

1. Build, coordinate and track all the different escalations with ASANA. Providing leadership with visibility and ETAs.
2. Coordinate with stakeholders the tracking and status of deliverables.
3. Lead reviews with operations leaders on capacity planning.
4. Partner with stakeholders to align on needs and escalations.
5. Work cross-functionally across multiple operations functions to drive visibility and high standards.
6. Deliver MBR and QBRs with leadership audience, stating clear action plans, owners and ETAs.
7. Own ad-hoc document reviews and escalations pagers.

BASIC QUALIFICATIONS

1. Minimum 6+ Months experience as a NAEN Customer Service Associate.
2. In good standing, as outlined in our NACS Good Standing and Timeline Policy.
3. Exceeding the performance operational goals of the organization for the last 3 months.

PREFERRED QUALIFICATIONS

1. Experience communicating with and presenting information to internal and external customers.
2. Demonstrates mastery of CS operations and tools.
3. Utilizes appropriate department resources.
4. Demonstrates effective communication, composure, and professional attitude.
5. Must be able to multi-task and demonstrate effective communication, composure, and professional attitude.
6. Possesses strong interpersonal skills.
7. Strong communication and people oriented skills desired.

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 (https://www.amazon.jobs/en/privacy_page) 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 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.