Transportation Escalation & Delivery Excellence Lead

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

Benefits offered by this job

Medical, Dental, Vision Coverage

Paid Time Off (PTO)

401(k) Plan

Job summary

Amazon is seeking a Customer Delivery Excellence professional in Nashville, TN for a PM/analyst role focused on reducing customer experience misses in the fulfillment and delivery network.

You will draft leadership reports, manage escalations with carriers and internal partners, and train teams on the Escalation Platform. Strong Excel/SQL skills and 2+ years of PM experience are required.

Qualifications

• Bachelor's degree or equivalent.
• 2+ years of program or project management experience.
• Intermediate Excel skills (pivot tables, charts, lookups, formulas).

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

Project management

Data analysis

Requirements gathering

Education

Bachelor's degree or equivalent

Tools

SQL

Excel

Job description

Amazon is seeking a Customer Delivery Excellence professional in Nashville, TN for a PM/analyst role focused on reducing customer experience misses in the fulfillment and delivery network.

You will draft leadership reports, manage escalations with carriers and internal partners, and train teams on the Escalation Platform. Strong Excel/SQL skills and 2+ years of PM experience are required.