Delivery Excellence & Escalation Program Manager

Amazon; Atlanta (GA); On-site; USD 56,000 - 97,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Coverage

Paid Time Off (PTO)

401(k) Plan

Maternity and Parental Leave Options

Job summary

Amazon.com Services LLC is seeking a Customer Delivery Excellence professional to manage escalations, draft senior leadership summaries, and coordinate with Carriers, Customer Service, Procurement, and Supply Chain to resolve complex customer issues.

The role emphasizes Excel and SQL data analysis, plus 2+ years in program or project management, with the responsibility to onboard teams to the Escalation Platform and provide training and demos.

Qualifications

• Bachelor's degree or equivalent.
• Knowledge of Excel at an intermediate level (pivot tables, charts, lookups, formulas).
• 2+ years of program or project management experience.
• Experience with SQL and data analysis is preferred.

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.
• Generate standard reports to analyze trends and opportunities from escalations.
• Pull data from databases using Excel, SQL, and/or other data management systems.

Skills

Excel

Program management

SQL

Requirements gathering

Education

Bachelor's degree or equivalent

Job description

Amazon.com Services LLC is seeking a Customer Delivery Excellence professional to manage escalations, draft senior leadership summaries, and coordinate with Carriers, Customer Service, Procurement, and Supply Chain to resolve complex customer issues.

The role emphasizes Excel and SQL data analysis, plus 2+ years in program or project management, with the responsibility to onboard teams to the Escalation Platform and provide training and demos.