Transportation Escalations & Delivery Excellence Lead

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

Job summary

Amazon.com Services LLC in Atlanta, GA is seeking a Transportation Consumer Relations Program Manager within the CDE organization to lead cross-functional initiatives aimed at improving delivery performance and customer experience.

The role involves drafting leadership reports, managing escalations with carriers and internal teams, onboarding partners to the Escalation Platform, and delivering data-driven insights from SQL and Excel analyses to guide improvement efforts.

Qualifications

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

Responsibilities

• Research and draft summary reports for Senior Leadership during escalations.
• Resolve high complexity customer concerns escalated by the Amazon Executive team or Customer Service.
• Oversee communication with external partners (Carriers) and internal partners (Customer Service, Procurement, Supply Chain).
• Onboard teams to the Escalation Platform and conduct training sessions.
• Create a narrative outlining the weekly status of open escalations and commitments to socialize with business teams.
• Generate standard reports to analyze trends and opportunities exposed through the escalation process.
• Pull data from databases using Excel, SQL, and/or other data management systems and perform ad hoc analysis.

Skills

Program management

Requirements gathering

Education

Bachelor's degree or equivalent

Tools

Excel

SQL

Job description

Amazon.com Services LLC in Atlanta, GA is seeking a Transportation Consumer Relations Program Manager within the CDE organization to lead cross-functional initiatives aimed at improving delivery performance and customer experience.

The role involves drafting leadership reports, managing escalations with carriers and internal teams, onboarding partners to the Escalation Platform, and delivering data-driven insights from SQL and Excel analyses to guide improvement efforts.