Transportation Consumer Relations Program Manager, Customer Delivery Excellence (CDE)

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

Description The Customer Delivery Excellence (CDE) organization is composed by program management professionals, people leaders, data scientists and business intelligence engineers. The team leverages data and defect anecdotes leading to customer experience misses to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon’s supply chain. CDE influences and defines the short and mid-term roadmaps with vertical organizations to ensure units arrive safely, defect-free and within the planned service agreement. The team maintains a perspective on speed and cost but does not allow on-time performance to degrade at the advancement of either.

Description The Customer Delivery Excellence (CDE) organization is composed by program management professionals, people leaders, data scientists and business intelligence engineers. The team leverages data and defect anecdotes leading to customer experience misses to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon’s supply chain. CDE influences and defines the short and mid-term roadmaps with vertical organizations to ensure units arrive safely, defect-free and within the planned service agreement. The team maintains a perspective on speed and cost but does not allow on-time performance to degrade at the advancement of either.

Key job 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.

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

Learn more about our benefits here: https://www.amazon.jobs/en/internal/benefits/us-benefits-and-stock

Basic Qualifications

• Bachelor's degree or equivalent
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• 2+ years of program or project management experience
• 3+ years of operations, customer service, retail, distribution, shipping, logistics, healthcare, hospitality or manufacturing experience

Preferred Qualifications

• Experience with SQL
• Experience in requirement gathering and ability to write clear and detailed requirement document

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, AZ, Tempe - 55,600.00 - 97,400.00 USD annually

USA, GA, Atlanta - 55,600.00 - 97,400.00 USD annually

USA, TN, Nashville - 50,100.00 - 87,600.00 USD annually

USA, WA, Bellevue - 80,200.00 - 97,400.00 USD annually

Company

Amazon.com Services LLC

Job ID: A10473769