Shipper Experience Strategy Lead

Amazon Inc.; Manchester; On-site; GBP 90,000 - 120,000; Full time

Job summary

Amazon Shipping in Manchester is seeking a Sr. Shipper Experience Manager to own the operational relationship with our most complex shippers, shaping strategy and driving outcomes across teams.

You will define playbooks where none exist, mentor colleagues, visit shipper sites, and use data to drive structural change. This senior role requires clear judgment, deep supply chain expertise, and comfort navigating ambiguity.

Qualifications

• Bachelor's degree or above in engineering, project management, operations, logistics or related field.
• Experience in a senior customer-facing role.
• Experience dealing with ambiguity, prioritizing needs, and delivering measurable results in an agile environment.
• Experience working with and influencing senior level stakeholders.
• Experience using data and metrics to influence senior leadership and drive organizational change.
• Experience producing executive-level written materials and presenting to executive audiences.
• Experience in program management, logistics, operations, supply chain, transportation, or related field.
• Willingness to travel to shipper sites.

Responsibilities

• Own the operational relationship with a portfolio of Amazon Shipping's most complex and high-volume shippers.
• Independently develop account strategies for your portfolio, defining the approach for shippers where no established playbook exists.
• Monitor and drive shipper performance across quality metrics including OTP, non-conveyable rates, and damages.
• Track and drive improvement in safety metrics including prohibited items compliance.
• Identify systemic trends and root causes across your portfolio — drive alignment with responsible teams, track corrective actions to completion, and elevate where progress stalls.
• Lead the operational onboarding of complex new shippers, including those with non-standard requirements or multi-site operations.
• Define and refine onboarding approaches for shipper profiles outside standard processes.
• Set shippers up for success with clear expectations, SLAs, and tailored operational support.
• Partner with Single Threaded Leaders to reduce costs and improve outcomes — influencing at a senior level.
• Collaborate with programme teams to drive shipper adoption of new programmes, providing strategic input on rollout sequencing.
• Own planning mechanism intakes for your domain, author narratives, align with commercial peers, and present data to senior leadership.
• Identify process gaps and propose mechanisms to improve how the Shipper Excellence function operates at scale.
• Act as the voice of the shipper at a senior level, influencing cross-functional priorities and resource allocation.
• Educate senior internal stakeholders on shipper needs, using real-world examples to drive change.
• Visit shipper sites regularly to build executive-level relationships, understand strategic challenges, and identify opportunities.
• Host WBRs, MBRs, and QBRs with shippers — tailoring format and depth to the complexity and seniority of your accounts.
• Present at internal leadership reviews, representing the shipper perspective and advocating for required investment or action.
• Coach and mentor junior team members, sharing best practices and raising the bar for shipper experience.
• Contribute to team mechanisms, process documentation, and scalable approaches.
• Align with peers in commercial and other functions to ensure a joined-up shipper experience across touchpoints.
• Assess whether solutions need to be applied locally or globally — identify systemic issues needing a worldwide fix.

Skills

Senior stakeholder management

Ambiguity management

Data-driven decision making

Cross-functional collaboration

Travel willingness

Education

Bachelor's degree or above in engineering, project management, operations, logistics or related field

Job description

Amazon Shipping in Manchester is seeking a Sr. Shipper Experience Manager to own the operational relationship with our most complex shippers, shaping strategy and driving outcomes across teams.

You will define playbooks where none exist, mentor colleagues, visit shipper sites, and use data to drive structural change. This senior role requires clear judgment, deep supply chain expertise, and comfort navigating ambiguity.