Senior Process Improvement Strategist, E2E CX

Amazon Inc.; Huntley (IL); Remote; USD 121,000 - 163,000; 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.com Services LLC is seeking a Senior Process Improvement Specialist for the AMXL E2E CX team in the US. You will develop and execute long-term strategies to improve operational performance and customer experience across First, Middle, and Last Mile operations.

The role emphasizes data analytics, AI usage, and cross-functional collaboration in a fast-paced environment. The position requires strong program management, stakeholder influence, and the ability to translate complex data into

Qualifications

• Bachelor’s degree or above in engineering, project management, operations, logistics or related field.
• Experience in operations, supply chain, transportation, project management or management consulting.
• Experience leading cross-functional programs.

Responsibilities

• Develop end-to-end customer experience strategies across AMXL's First, Middle, and Last Mile operations, focusing on Quality, Concessions, and Delivery Estimate Accuracy (DEA).
• Establish strategic goals, metrics, and mechanisms to measure progress and drive sustained improvements.
• Analyze network performance and customer experience metrics to identify defects, root causes, and improvement opportunities.
• Leverage data analytics, statistical analysis, and quantitative methodologies to evaluate performance and measure initiative effectiveness.
• Establish and improve network-wide standards, processes, and operating mechanisms.
• Partner with Field Operations and cross-functional stakeholders to implement standards and drive compliance.
• Identify opportunities to improve customer experience through automation, standardization, and scalable solutions.
• Leverage AI and emerging technologies to accelerate analysis and decision-making.
• Investigate and resolve network-level escalations with sustainable corrective actions.
• Develop clear, data-driven narratives and recommendations for leadership.
• Present strategies and performance insights to senior leadership to secure alignment.
• Provide network-level direction on strategic initiatives and program implementations.
• Work autonomously to solve complex problems considering scalability and long-term customer impact.
• Collaborate with Operations, Finance, Technology, and other stakeholders to improve end-to-end CX.
• Identify and address gaps between teams, processes, and systems to prevent recurring defects.
• Proactively identify and mitigate operational and program risks to ensure durable results.

Skills

English fluency

AI usage

Data analytics

Executive communication

Education

Bachelor’s degree or above in engineering, project management, operations, logistics, supply chain or related field

Tools

Excel

SQL

Python

Job description

Amazon.com Services LLC is seeking a Senior Process Improvement Specialist for the AMXL E2E CX team in the US. You will develop and execute long-term strategies to improve operational performance and customer experience across First, Middle, and Last Mile operations.

The role emphasizes data analytics, AI usage, and cross-functional collaboration in a fast-paced environment. The position requires strong program management, stakeholder influence, and the ability to translate complex data into