Transportation Escalation & Delivery Excellence Lead

Amazon; Tempe (AZ); On-site; USD 56,000 - 97,000; Full time

Benefits offered by this job

Health insurance

401(k) Plan

Paid Time Off (PTO)

Maternity and Parental Leave Options

Job summary

Amazon.com Services LLC is seeking a Customer Delivery Excellence professional in Tempe, AZ to manage escalations, analyze trends, and collaborate with cross-functional teams including Customer Service, Procurement, and Logistics. The role emphasizes data-driven decision making, training on the Escalation Platform, and producing leadership-ready summaries.

The position requires a Bachelor's degree, strong Excel skills, and 2+ years in program management, with 3+ years in related operations or

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).
• 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

Excel

Program management

SQL

Education

Bachelor's degree or equivalent

Job description

Amazon.com Services LLC is seeking a Customer Delivery Excellence professional in Tempe, AZ to manage escalations, analyze trends, and collaborate with cross-functional teams including Customer Service, Procurement, and Logistics. The role emphasizes data-driven decision making, training on the Escalation Platform, and producing leadership-ready summaries.

The position requires a Bachelor's degree, strong Excel skills, and 2+ years in program management, with 3+ years in related operations or