Amazon

Transportation Consumer Relations Program Manager, Customer Delivery Excellence (CDE)

Amazon$80K — $97K *
Transportation
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent
  • Intermediate Excel skills (pivot tables, lookups, data cleansing)
  • 2+ years of program or project management experience
  • 3+ years in operations, customer service, or similar fields
  • Preferred: SQL experience
  • Preferred: Skills in requirement gathering and documentation

Responsibilities

  • Research and draft reports for Senior Leadership regarding customer escalations
  • Resolve complex customer concerns escalated by executives or partners
  • Manage communication with both external (Carriers) and internal stakeholders
  • Onboard teams to the Escalation Platform and conduct training sessions
  • Develop weekly status narratives of open escalations for business teams
  • Generate reports to identify trends and business opportunities from escalations
  • Analyze data from various databases using Excel, SQL, or other tools

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching
  • Paid time off
  • Parental leave
  • Adoption and Surrogacy Reimbursement
  • Mental Health Support
  • Flexible Spending Accounts
Full Job Description
The Customer Delivery Excellence (CDE) organization is composed by program management professionals, people leaders, data scientists and business intelligence engineers. The team leverages data and defect anecdotes leading to customer experience misses to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon's supply chain. CDE influences and defines the short and mid-term roadmaps with vertical organizations to ensure units arrive safely, defect-free and within the planned service agreement. The team maintains a perspective on speed and cost but does not allow on-time performance to degrade at the advancement of either.

Key job 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.

A day in the life

BASIC 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, etc.)

- 2+ years of program or project management experience

- 3+ years of operations, customer service, retail, distribution, shipping, logistics, healthcare, hospitality or manufacturing experience

PREFERRED QUALIFICATIONS

- Experience with SQL

- Experience in requirement gathering and ability to write clear and detailed requirement document

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, AZ, Tempe - 55,600.00 - 97,400.00 USD annually

USA, GA, Atlanta - 55,600.00 - 97,400.00 USD annually

USA, TN, Nashville - 50,100.00 - 87,600.00 USD annually

USA, WA, Bellevue - 80,200.00 - 97,400.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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