Delivery Excellence & Escalation Program Lead

Amazon; Nashville (TN); On-site; USD 50,000 - 88,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Coverage

Maternity and Parental Leave Options

Paid Time Off (PTO)

401(k) Plan

Job summary

Amazon is seeking a customer delivery excellence professional in Nashville to manage escalations, coordinate with internal teams and partners, and create reports that drive improvements in customer experiences.

The role requires a Bachelor's degree, proficiency in Excel, and 2+ years in program management with 3+ years in related operations or customer-focused fields. A strong emphasis on data-driven decision making is essential.

Qualifications

• Bachelor's degree or equivalent.
• Knowledge of Excel at an intermediate level.
• 2+ years of program or project management experience.
• 3+ years of operations, customer service, retail, distribution, shipping, logistics, healthcare, hospitality or manufacturing 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.

Skills

Program management

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Excel

SQL

Job description

Amazon is seeking a customer delivery excellence professional in Nashville to manage escalations, coordinate with internal teams and partners, and create reports that drive improvements in customer experiences.

The role requires a Bachelor's degree, proficiency in Excel, and 2+ years in program management with 3+ years in related operations or customer-focused fields. A strong emphasis on data-driven decision making is essential.