Experienced Process Improvement Manager for EU Delivery Associates – Driving Operational Excellence and Customer Satisfaction through Strategic Innovation and Collaboration

Introduction to Amazon and Our Mission

At Amazon, we are driven by an unwavering passion to be the most customer-centric company on earth. Our mission is to exceed the expectations of all our customers by ensuring that their orders, regardless of size, are delivered where and when they need them, as quickly, accurately, and cost-effectively as possible. To achieve this goal, we continuously strive to innovate and provide best-in-class service levels through the introduction of pioneering new products and services in the last mile delivery space. As a leader in e-commerce and logistics, we recognize the importance of operational excellence and customer satisfaction in driving our success.

About the Role: Process Improvement Manager, EU Delivery Associates

We are seeking an experienced Process Improvement Manager to join our EU Delivery Service Partner (DSP) business. This is a unique opportunity to collaborate with Amazon’s Delivery Service Partners to develop safety improvement programs that help partners recognize opportunities to improve processes, partner with stakeholders to surface blockers, and build great relationships to drive improvement at an EU level. The successful candidate will focus on improving the onboarding experience, reducing time at each stage, and partnering with key stakeholders to improve the overall onboarding experience and increase conversion rates.

Key Responsibilities

• Identify areas for improvement in the existing onboarding experience and develop and deliver a roadmap for improvement.
• Develop a keen understanding of the experience of Delivery Associates (DAs), combining data with anecdotes to develop perspective at the forefront of program/product development.
• Partner with Global and EU product teams to improve tools available throughout onboarding.
• Build collaborative, influential internal and external relationships with Product, Program, Field teams, and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the driver experience and program executions.
• Own the DA experience perspective for onboarding and targeted improvement in onboarding metrics.
• Create and own recurring communications to business leaders and key stakeholders on core programs and opportunities to improve driver engagement, satisfaction, and retention from safety improvements.
• Willingness to travel to collaborate with stakeholders and drive process improvements.

About the Team: Amazon Logistics

Amazon Logistics, or AMZL, handles ‘last mile’ delivery duties in partnership with third-party distribution businesses. We utilize creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions for our newest concepts, like Amazon Fresh, Prime Now, and Amazon Restaurants.

Basic Qualifications

• A degree in a relevant field.
• Relevant experience in program, product, human resources, customer service, or a related field.
• Relevant experience managing a team.
• Relevant experience presenting business-related content to executive and senior stakeholders.

Preferred Qualifications

• Advanced degree or MBA.
• Relevant experience working with or implementing processes and systems to facilitate large-scale change management.

Skills and Competencies

To be successful in this role, you will need to possess strong analytical, problem-solving, and communication skills. You should be able to think strategically, drive innovation, and collaborate effectively with stakeholders at all levels. A strong understanding of process improvement methodologies and tools, such as Lean or Six Sigma, is desirable. You should also be proficient in data analysis and have experience working with data visualization tools.

Career Growth Opportunities and Learning Benefits

At Amazon, we are committed to the growth and development of our employees. As a Process Improvement Manager, you will have the opportunity to work on high-impact projects, collaborate with experienced professionals, and develop your skills in process improvement, program management, and leadership. You will also have access to a range of training and development programs, including mentorship, coaching, and formal training courses.

Work Environment and Company Culture

Amazon is a dynamic and fast-paced work environment that is passionate about innovation, customer satisfaction, and employee growth. We value diversity, equity, and inclusion and are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute. Our company culture is built around a set of leadership principles that include customer obsession, ownership, invent and simplify, are right a lot, learn and be curious, hire and develop the best, insist on the highest standards, think big, bias for action, frugality, earn trust, dive deep, have backbone; disagree and commit, and deliver results.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including health insurance, retirement savings, and paid time off. You will also have access to a range of perks, including employee discounts, free meals, and on-site fitness classes. Our compensation package is designed to recognize and reward your contributions to the company and to support your overall well-being.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Process Improvement Manager, EU Delivery Associates position. This is a unique opportunity to join a dynamic and innovative company, work on high-impact projects, and develop your skills and career. We are excited to hear from you and explore how you can contribute to our mission to be the most customer-centric company on earth.

Ready to Apply?

If you are ready to take the next step in your career and join a team of passionate and innovative professionals, please submit your application, including your resume and a cover letter, to Apply To This Job. We look forward to hearing from you and exploring how you can contribute to our team.