EU Vendor Flex CX Manager, EU Vendor Flex CX Manager

DESCRIPTION

As Vendor Flex CX Manager, you will have the opportunity to manage and develop a team who are tasked with the most analytical function of monitoring Customer Experience metrics for Vendor Flex and Pop Up sites. We seek a strong leader who can prioritize well, communicate clearly, and has a consistent track record of delivery. You must have the experience and capability to partner with other teams to ensure providing insightful callouts, support and suggested actions to the Operations teams and their stakeholders. You will be responsible for developing the strategy and mechanisms around Transportation, DEA and Speed for the EU Vendor Flex network. You will monitor and action CX issues impacting the network. A key to influencing shareholders is to have the ability to solve complex, technical problems with simple, innovative and practical solutions. Excellent written and verbal communication skills are essential.

Key job responsibilities
The Vendor Flex CX manager is responsible for managing a team of CX Analysts who oversee the E2E CX operations outcome of all EU Vendor Flex sites. Successful candidates will be comfortable leading teams with advanced analytical, mathematical, and quantitative capabilities.

1. Define and execute CX strategy and goals for Vendor Flex program with a focus on DEA and Speed.
2. Develop a team of CX Analysts as direct reports, with responsibility of a large department within a time-critical and fast paced environment.
3. Drive EU initiatives and projects partnering with both internal and external stakeholders to enhance the program performance and value to customers.
4. Be a Subject Matter Expert on CX and transportation topics to be the voice of customers and influence the right decision making.
5. Communicate with senior leaders via white papers to update on main initiatives and seek alignment between different orgs.

1. A completed Bachelor's Degree from an accredited university.
2. Strong analytical skills that allow using data from SQL/workbench/QuickSight to provide thought-provoking and workable solutions. Data is what you look to when given a problem to solve.
3. Strong knowledge of Lean / Six Sigma or alternative continuous improvement methods, and their application in industrial settings.
4. 5+ years experience in analytical and/or project management role.

1. You have a Bachelor's Degree in Engineering, Operations, or a related field.
2. You are a leader and exhibit that in your everyday work. You not only have experience in managing a team of 10+ employees, you also lead process improvements through Lean process, Kaizen, and Six Sigma.
3. You typically volunteer to lead projects and help your team achieve goals. You have a track record of taking ownership and driving results.
4. You see value in long term thinking and large scale impact to a company. You have interest in developing a long-term career through assignments in multiple operational buildings across the nation.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.