Senior Fleet Experience Manager, Global Fleet and Products

Amazon; London; On-site; GBP 60,000 - 85,000; Full time

Job summary

A global logistics leader is seeking a Senior Fleet Experience Manager to enhance service levels for Delivery Service Partners. This role involves analyzing customer feedback, driving project management initiatives, and collaborating across multiple teams to ensure the success of fleet products. Candidates must possess strong communication and project management skills, with fluency in German and English preferred.

Qualifications

• Proven ability to deliver results through others via matrix management.
• Fluent in both German and English.
• Experience in logistics industry preferred.

Responsibilities

• Drive performance improvements in service level for DSP partners.
• Analyze customer feedback to identify improvement opportunities.
• Prioritize and manage projects for maximum impact.

Skills

Project Management

Customer Obsession

Stakeholder Engagement

Communication Skills

Education

Bachelor's Degree in a Relevant Field

Master's or Post-Graduate Degree (Preferred)

Job description

Senior Fleet Experience Manager, Global Fleet and Products

Global Fleet and Products are seeking a Senior Fleet Experience Manager to lead the development new products and enhancing existing ones to improve the experience and productivity of our Delivery Service Partners (DSPs) across the EU. The Program Manager will be responsible for expanding our listening mechanisms for our customers to ensure we are providing the best level of service. They will innovate new mechanisms for capturing feedback and building programs to remove key pain points for our partners. They will have responsibility for launching new and exciting value-added services for our partners.

Team Exposure: As Program Manager, Fleet Experience you will drive the performance of Global Fleet and Products (GFP) services we offer to our customers. This will require you to influence multiple functions in GFP to ensure that the products and services we offer are adding value to our customers. This role will work closely with finance to identify cost opportunities, business leaders, product managers, program managers and counterparts across the DSP Program org. You will work with them in cross organizational projects to define how GFP projects will impact operations so that we have with the best end state product to meet our customer’s needs and drive change when defects become apparent.

Success in this role: Customer obsessions is critical. Successful candidates over-bias on customer obsession to ensure that we are listening to needs of our customer and inventing new and exciting ways to support them. They will have strong project management skills, and be an effective communicator. They influence business owners, support thoughtful decision-making, and adapt to a rapidly evolving environment. A typical day in this role provides an opportunity to innovate by building creative solutions for our customers problems.



Key job responsibilities
• Analyse, report and take action on customer feedback data to identify and drive opportunities to improve the level of service GFP offer to our customers.
• Identify ways to enhance measurement and performance, for example by combining sentiment data (qualitative) with service benchmarking (quantitative).
• Establish and maintain a close and constant exchange with the DSP experience team to collaborate and learn.
• Write or contribute to business cases using information acquired from various stakeholders.
• Prioritize projects with biggest impact on our business, propose and obtain approval from relevant functional leaders, and schedule resources.
• Take accountability while providing status, ask for help, and immediately escalate issues and problems as necessary.
• Maintain project schedule that enables the teams to be successful based upon the project milestones and Go-Live.


About the team
Who we are: Amazon Logistics (AMZL) is Amazon's "Last Mile" delivery service, responsible for delivering packages (and smiles) to households/businesses across the planet. Our Global Fleet & Products (GFP) team defines the path forward for this rapidly expanding business by building the safest and most sustainable fleet of last mile delivery vehicles.

BASIC QUALIFICATIONS

• Bachelor’s degree in a relevant field
• Fluent in both German and English
• Proven ability to deliver results through others: through matrix management and stakeholder engagement
• Proven experience influencing and interacting with cross-functional teams at the senior leadership level
• A history of developing strong, value-add partnerships with internal and external stakeholders
• Ability to effectively work with a variety of organizations, management levels, cultures, and personalities
• Excellent communications skills (written and verbal) with a high bar for accuracy and detail
• A strong ability to ‘manage upwards’ working with leaders across organisations to prioritise and drive change

PREFERRED QUALIFICATIONS

• Masters or other post-graduate degree
• Proven experience in the logistics industry
• Six Sigma degree
• PMP / Prince 2 certification
• Fleet Management experience



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