Ops & Support Lead, Amazon Freight EU

We are looking to hire a motivated, highly committed, and customer-obsessed Support & Ops lead to develop and manage a team of associates to deliver best in-class service to our customers.
The Ops & Support Lead, Business Compliance team is a highly visible people leader in a fast-paced dynamic and customer obsessed business. They will own and drive customer experience and service for Amazon Freight shippers across the Pan-European region. They are an expert in leading process development and improvement from scratch, and being able to bring structure into a newly formed team.
They are able to engage, direct and support a team of shipper support specialists in deep-diving data, generate insights and provide support to shippers at the highest standard. They will use their analytical skills to ensure all the customer metrics are at the highest standard, resolve defects and gather both internal and external customers feedback to drive continuous improvement. They will effectively collaborate and communicate performance with the product, program, operations, and Customers and Operators Excellence Team.
Key job responsibilities
-Identify up-stream and down-stream operational problems and step in to resolve them before they become customer impacting
-Lead a team of Customer support associates to effectively drive a best in class service to our customers
-Bring a department and company-wide perspective to decision making and have strong business acumen with experience of managing key performance indicators
-Leverage your people leader experience to guide the team through excellent communication, decision making, coaching and personal development planning
-Assess processes and identify pain points to improve the customer journey and operational efficiency.
-Engage with multiple Amazon Freight, external stakeholders to ensure process improvement
-Confidently manage customers and internal escalations, showing empathy, and taking ownership for the full life cycle of resolution
-Prioritise competing projects across an entire group or department, or a major piece of a larger cross-functional project
About the team
Amazon Freight is a transportation service provider for external shippers that uses the logistics network we built for Amazon to deliver freight safely, on time and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazon’s broader flywheel by helping minimize empty miles by bringing in freight that flows complementary to our existing network.
Amazon Freight Operations
Amazon Freight Operations (AF Ops) is the Pan- European team that handles Amazon Freight’s Shipper Support and Transportation Execution. We are responsible for planning and scheduling the transport orders placed by our customers (Shippers), and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freight’s European transportation network and have a direct impact on Shipper Experience.
We are open to hiring candidates to work out of one of the following locations:
Coalville, LEC, GBR

BASIC QUALIFICATIONS

- Demonstrated team-building skills within own team or across other teams
- Relevant experience in analysing quantitative data effectively to drive decisions
- Ability to handle multiple priorities and work independently in an often times ambiguous environment
- Demonstrated skill in developing and implementing new processes and driving improvement
- Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment

PREFERRED QUALIFICATIONS

- Bachelor's degree or equivalent
- Experiences working with non-standard processes and structuring them to ensure operational efficiency
- Sound business judgment, proven ability to influence others, and operational know-how
- Experience driving process improvement, familiarity with 6 sigma / lean, green belt certification
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