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Continuous Improvement Manager - Freight Operations

Posted: 8 Jan 2021 Closes: 7 Feb 2021
GB, London Competitive
Permanent & Full-time 1908375318


Fixed Term Contract.

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 contributing to minimize empty miles by bringing in freight that flows complementary to our existing network.

Amazon Freight Operations Overview.

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.

Role overview

We are looking for a Senior Program Manager for Shipper Experience in Europe. You will develop AF's support strategy for both enterprise and SMB Shippers. You will work with the product team to develop support tools and metrics for our team. You will also partner with our core operation teams to deliver quality customer support. The ideal candidate will be an instinctual problem solver, highly analytical, customer-centric, and results motivated. This role is a ten-month fixed-term contract with start date as soon as possible.

Key responsibilities:
· Develop Shipper Support strategy for Amazon Freight in Europe
· Own the relationship with a large team of Shipper support agents and transport planners
· Work with relevant stakeholders to ensure we pick up and deliver every order we receive on time
· Build Shipper satisfaction metrics and monitoring mechanisms
· Identify areas of improvement and implement processes to continuously improve Shipper experience
· Lead special projects together with the Ops leadership team


· Advanced degree in Business Administration or similar fields
· 6+ years of experience working with large cross-functional teams
· Strong quantitative and qualitative problem-solving skills
· Entrepreneurial, self-sufficient and able to operate in a fluid, ambiguous environment
· Ability to communicate across all levels of management
· Some experience working in an Operations role
· Excellent verbal and written skills in English (other European languages are beneficial)
· Start Up experience


· Prior experience working in a customer support organization
· Prior experience developing customer satisfaction processes and metrics (CSAT, NPS score, etc)
· Prior experience working with SQL and Excel
· Prior experience in a ever-growing, startup environment, owning a P&L or project management in relevant industries
· Prior experience collaborating with tech product management teams


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