PROCESS IMPROVEMENT SPECIALIST, CX SCQA, EU ATS

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.
At Amazon, delivering great experiences for our customers is top priority and to this end, our team strives to make our processes robust enough to meet the high bar on customer experience both on quality and speed of delivery.
In transportation performance management, we improve customer experience through continuously optimizing the complex movements of goods to customers throughout Europe.
As Process Improvement Manager in the Concessions and Damages team, you will be responsible for the quality performance of our Middle Mile transportation network and Ship with Amazon business.
You will drive EU wide large-scale programs / products that deliver a positive impact on our customers.
Key Responsibilities include.
- Review daily process defect data, identify root causes, develop and align action plans, and evaluate their impact all in collaboration with site Operationss.
- Provide proactive feedback to operations management on quality related issues and collaborate with central teams on projects and system enhancements.- Gain expertise in key MMN process paths and exception handling and ensure process discipline across all shifts and departments through training and audits.- Perform daily process audits in Sortation centres to ensure adherence to PMVs and SOPs, highlighting non-adherence and engaging ACES for necessary changes.
- Conduct regular reviews (daily, weekly, and monthly) of quality metrics with site leadership including concessions, damages, DEA, returns, and scan compliance and customer feedback.- Establish effective communication channels for sharing quality-related updates and best practices within assigned sites/region.
The ideal candidate for this role will be able to:- Demonstrate a commitment to consistently enhancing the customer experience, both internal and external.- Travel to sortation centers and collaborate with site teams to promote quality improvement initiatives- Engage in thorough root cause analysis of intricate and unclear problem statements to devise solutions, prioritize opportunities, and facilitate sustainable network enhancements.- Maintain adaptability and responsiveness to evolving business priorities, embracing new ideas.- Effectively influence stakeholders and negotiate priorities with partner teams.
bout the teamAmazon couldn’t deliver at pace without the Amazon Transportation Service (ATS) team.
As part of ATS, you’ll be welcomed into a diverse team that plays a central role in our success.
Using air, sea and road transport, as well as sortation centres equipped with the latest technology, you’ll help Amazon’s transport run at maximum efficiency.
Our team captures data and uses it to drive decisions.
They are key to making Amazon more innovative and efficient.
e put safety first as our people are our priority.
And we use the expertise of our people to get packages to their destination – quickly, conveniently and sustainably.
e are open to hiring candidates to work out of one of the following locations.
ilan, MI, ITA