Delivery Excellence: Customer Escalation Program Lead

Amazon Inc.

Omaha, Northern (NE, KY)

Hybrid

USD 50,000 - 97,000

Full time

6 days ago

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Job summary

Amazon Inc. is seeking a Transportation Consumer Relations Program Manager within the Customer Delivery Excellence (CDE) organization to drive escalation management and performance improvements across carriers, internal teams, and senior leadership.

You will lead reporting, data analysis (Excel/SQL), onboarding of teams to the Escalation Platform, and coordination with Customer Service, Procurement, Supply Chain and Global Transportation to ensure timely, defect-free delivery and improved

Qualifications

Bachelor's degree required or equivalent.
Intermediate Excel skills with pivot tables and data cleansing.
2+ years of program or project management experience.

Responsibilities

Research and draft summary reports for Senior Leadership as part of the customer escalation process.
Resolve high complexity customer concerns escalated by the Amazon Executive team or Customer Service partners.
Oversee communication with external partners (Carriers) and internal partners (Customer Service, Procurement, Supply Chain, Amazon Projects, Global Transportation).
Onboard teams to the Escalation Platform and conduct training sessions/demos.
Create a narrative outlining the weekly status of open escalations and commitments to socialize with business teams interacting with the Escalation Platform.
Generate standard reports to assist in analyzing trends and business opportunities exposed through the customer escalation process to drive positive resolutions affecting customers.
Pull data from numerous databases (using Excel, SQL, and/or other data management systems) and perform ad hoc analysis as needed.