Shipper Experience Lead: Logistics & Performance

Amazon

Manchester

On-site

GBP 65,000 - 100,000

Full time

14 days+

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Job summary

Amazon Shipping in the UK is seeking a Shipper Experience Manager to own the operational relationship with a portfolio of shippers. You will be their trusted advisor within Amazon Shipping, onboarding new shippers, driving performance, and ensuring exceptional service.

You will partner with cross-functional teams, translate complex operational realities into clear solutions, visit shipper sites, lead business reviews, and push for continuous improvement as the function matures.

Qualifications

Bachelor's degree or equivalent qualification in Math, Engineering, Science or Business
Experience working in a customer-facing environment
Experience using data and metrics to determine and drive improvements
Experience managing competing priorities across a wide range of stakeholders
Experience in customer-facing business presentations covering business and technical aspects or equivalent
Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
Knowledge of supply chain, logistics, or transportation operations
Willingness to travel to shipper sites

Responsibilities

Own the operational relationship with a portfolio of shippers, acting as their single point of contact within Amazon Shipping
Monitor shipper performance across quality metrics including On-Time Performance (OTP), non-conveyable rates, and damages
Track and drive improvement in safety metrics including prohibited items compliance
Identify trends, root causes, and opportunities using data — drive alignment with responsible teams and track corrective actions to completion
Proactively identify risks to shipper performance before they materialise and drive mitigating actions
Understand shipper volume forecasts and coordinate with the network on peak planning and capacity impact
Understand commercial SLAs and ensure operational delivery against them, closing gaps with partner teams where needed
Lead the operational onboarding of new shippers into the Amazon Shipping network
Set shippers up for success with clear expectations, SLAs, and ongoing operational support
Educate shippers on Amazon Shipping capabilities, processes, and best practices
Partner with Single Threaded Leaders (e.g. First Mile Cost) to reduce costs and improve outcomes for your shippers
Collaborate with programme teams to drive shipper adoption of new programmes and initiatives
Provide shipper anecdotes and data to support OP1 intakes and strategic planning
Act as the voice of the shipper internally, ensuring your portfolio receives the right level of service
Educate internal stakeholders on shipper needs and use real-world examples to drive structural change
Visit shipper sites regularly to build relationships, understand their challenges, and identify opportunities
Host Weekly Business Reviews (WBRs) to track performance and address operational issues
Host Monthly Business Reviews (MBRs) to review trends, initiative progress, and strategic alignment
Host Quarterly Business Reviews (QBRs) to present performance summaries, forward-looking plans, and recommendations