Transportation Escalations & Customer Experience Lead

Amazon; Atlanta (GA); On-site; USD 56,000 - 97,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid Time Off

Job summary

Amazon is seeking a skilled professional in Atlanta, GA to support Customer Delivery Excellence through governance, reporting, and escalation resolution. The role focuses on driving on-time delivery and improving customer experience by analyzing data and coordinating with multiple internal and external partners.

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

Qualifications

• Bachelor's degree or equivalent required.
• Intermediate Excel skills including pivots, charts, lookups and data cleansing.
• 2+ years of program or project management experience.
• 3+ years of experience in operations, customer service, distribution, or logistics.

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 opportunities from customer escalations.
• Pull data from databases (Excel, SQL, and other data management systems) and perform ad hoc analysis.

Skills

Excel intermediate

Program / Project management

SQL

Operations experience

Education

Bachelor's degree or equivalent

Tools

Excel

Job description

Amazon is seeking a skilled professional in Atlanta, GA to support Customer Delivery Excellence through governance, reporting, and escalation resolution. The role focuses on driving on-time delivery and improving customer experience by analyzing data and coordinating with multiple internal and external partners.

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