Delivery Excellence Program Manager: Escalations & Insights

Amazon; Bellevue (WA); On-site; USD 80,000 - 97,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

Paid Time Off

401(k) Plan

RSUs and sign-on

Job summary

Amazon is seeking a data-driven program manager for the Customer Delivery Excellence (CDE) organization to draft senior leadership summaries, resolve complex customer escalations, and coordinate with Carriers and internal teams to improve on-time delivery performance.

You will onboard teams to the Escalation Platform, conduct training, and generate reports to analyze trends and opportunities from the escalation process, using Excel and SQL for ad hoc analyses.

Qualifications

• Bachelor's degree or equivalent.
• Intermediate Excel skills (Pivot Tables, charts, lookups).
• 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.

Skills

Excel

Program/Project management

Data analysis

Education

Bachelor's degree or equivalent

Tools

SQL

Job description

Amazon is seeking a data-driven program manager for the Customer Delivery Excellence (CDE) organization to draft senior leadership summaries, resolve complex customer escalations, and coordinate with Carriers and internal teams to improve on-time delivery performance.

You will onboard teams to the Escalation Platform, conduct training, and generate reports to analyze trends and opportunities from the escalation process, using Excel and SQL for ad hoc analyses.