Sr Process Improvement Mgr, EU Trust & Safety

Amazon; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Process Improvement Manager to lead critical investigations and implement strategies that enhance operational excellence. This role involves engaging with leadership and stakeholders to drive results, define metrics, and automate data reporting for improved decision-making. The ideal candidate will possess strong analytical skills and a proven track record in managing complex projects. Join a dynamic team committed to delivering exceptional customer experiences and driving continuous improvement in a fast-paced environment.

Qualifications

• Proven experience in managing complex tech projects and business analysis.
• Strong analytical skills with proficiency in Excel and data visualization tools.

Responsibilities

• Design and launch long-term solutions to mitigate incident frequency and cost.
• Analyze data from various sources and propose remedial actions based on findings.

Skills

Project Management

Data Analysis

Communication Skills

Analytical Skills

Stakeholder Management

Problem Solving

Tools

Excel

Data Mining/Visualization tools (Quicksight/SQL)

Job description

DESCRIPTION

The Senior Process Improvement Manager will carry out critical driver, customer and community member incident investigations to design, implement and rollout our key prevention strategies that ensure future incident mitigation by reducing incident frequency, impact and cost. This is a position that engages directly with leadership across AMZL and AMXL (DSP Management, Legal, PR, Audit & Compliance) to actively select, influence and drive results from key stakeholders, gaining alignment to launch initiatives across EU.
In this role, you will also play a pivotal part in defining internal metrics, their reporting formats, frequency by audience, source data and automate, converting raw data into easily-digestible periodic reports. Be the process improvement leader with a lean thinking and constantly strive to improve baseline performance and deliver exceptional customer experience for our customers and stakeholders.

Key job responsibilities

1. Design and launch long-term solutions to mitigate incident frequency, impact and cost.
2. Own KPIs and identify trends, root causes and building forecasts to ensure we are within goal.
3. Analyze data from various sources (internal systems, feedback from key stakeholders, large customer segments) and propose remedial action based on investigation findings.
4. Driving improvement initiatives to guarantee the Operational Excellence of our processes, including tech (e.g. automation) and non-tech (e.g. trainings) solutions.
5. Effectively communicate with stakeholders at all levels, providing regular updates on initiative status and impact. Require to write and present white papers, work backwards narratives, 6-pagers to senior leadership audience.
6. De-escalates risks to keep positive partner and employee relations.

About the team
At the Amazon Logistics EU Delivery Service Partners (DSP) Trust & Safety team, we own all EU wide initiatives in Driver and DSP 1.0/2.0 escalations. Our team provides the global Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders, while protecting customer experience.

BASIC QUALIFICATIONS

Proven experience in managing projects with high degree of tech complexity/dependencies.
Experience in business ownership, controlling and business analysis.
Experience in authoring and presenting white papers to key stakeholders, showcasing the ability to communicate complex ideas effectively and influence decision-making processes.
A proven track record of creating effective reporting and data analysis.
Strong analytical skills combined with proficiency in Excel and Data Mining/Visualization tools (Quicksight/SQL).
Excellent communications skills and a high bar for accuracy and detail.
Experience influencing and interacting with cross-functional teams, particularly technical teams.
Ability to handle and prioritize when presented with a high volume of engagements.
Has successfully led end-to-end process improvement projects, from identifying improvement opportunities, implementing solutions and measuring results.
Is comfortable working with ambiguous data from different sources to identify trends, discover root causes and justify improvement opportunities.
Has experience influencing a large variety of stakeholders in dynamic organizations to align on long-term solutions.

PREFERRED QUALIFICATIONS

Experience in Delivery Stations or Fulfillment Center Operations.
Understanding of Operations and related KPIs.

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