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Driver Investigation Incident Process Improvement Manager

Posted: 4 Jan 2021 Closes: 3 Feb 2021
GB, London Competitive
Permanent & Full-time AMZ_1385961


We are Amazon; we pioneer.
Since opening our virtual doors in 1995, we've been pushing the boundaries of possible further and further.
Our entire business works hard to delight our customers - from the second an order is placed online to the seamless coordination of that order behind the scenes, we strive to stay agile, fluid and intentional. That can be described in one of our core Leadership Principles, which is Bias for Action. This means that our teams band together, roll up their sleeves, and aren't content with just standing still. We're aiming to become the most customer-centric company on Earth.

The Amazon Logistics EU Deliver Service Partners (DSP), Engagement and Escalations team owns all EU wide initiatives in Driver and DSP 1.0/2.0 engagement and escalations. Our organization has a strong record of ownership, creating mechanisms and providing tools that will allow our customers (Country leaders, DSP and Stations Managements, Drivers, Onsite Managers and DSP owners) to understand and improve engagement as well as retention. The EU Engagements & Escalations team at its core combines reporting, project and operational resources to deliver drivers and customers experience improvements in Europe. Our organization is a vital subject matter and operations hub that provides the global Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders while protecting customer experience.

The candidate we are looking for will have a large impact on our mission to carefully carry out critical incident investigations and establish, expand and standardize our team internal investigation incident management processes. As a strong influencer of all our partner teams (DSP management, DS Ops, Legal, PR, Transportation Risk & Compliance) in the DSP ecosystem, the successful candidate will achieve tangible results with a win-win mindset for all our stakeholders that improve Driver, DSP and ultimately customer experience, for example by implementing scalable high quality cross-team processes. A central objective of Driver Incident Escalations is to ensure fair and respectful treatment.

Your responsibilities

You manage our EU wide Driver experience and Escalation intake channel and investigate a range of standard up to the most critical incidents in terms of Driver experience and risks. You may organize conference calls with different stakeholders to reach consensus, risk mitigation, prepare a conclusive incident investigation summary or support the team in doing so at a high bar. You will own the end-to-end management of driver escalations, including the investigation, resolution and follow-up on actions. With an Investigator mindset you will work proactively to:
· Investigate highly sensitive issues where human interaction or processes have failed; Analyzing data from various internal systems; Proposing remedial action based on investigation findings; Production of completed investigation documentation
· Independently manage assigned casework, bringing investigations to closure rapidly and definitively
· Consult and collaborate with business partners, Corporate ER teams, Legal teams, and 3rd Party Vendors on complex employee investigations
· Design, collect, and analyze multiple levels of employee and stakeholder feedback
To drive process improvements you work agile in a multi-site continuously improving environment, while developing strong relationships with our internal stakeholders and last mile delivery partners to improve compliance, productivity, safety, driver engagement and customer KPI's.
You will lead significant change and design creative solutions to complex problems. This will require a very curious, analytical approach and always use data to quantify your decision making. You are instrumental to raise the bar on our investigation approaches e.g. by applying an abstract view on current state and future needs of our incident management processes and practices and help to formulate and drive the vision. You contribute to re-active but also future pro-active incident mitigation for example by:

· Analyze aggregate casework data to identify issue trends and opportunities for proactive issue mitigation
· Analyze casework trends and produce strategic recommendations to the business to proactively address systemic issues
· Partner to engage in continuous improvement of communication vehicles and practices
· Partner in analysis and revision of people programs, policies, and practices to sustain a positive work environment for Delivery Station Associates and Drivers

With your excellent writing skills you will provide reporting and white papers for senior leadership on incidents, but also process improvement proposals, plans and projects.

Fluent English and Turkish are a must.

The role can be based in Milan, Madrid, Munich, Luxembourg or London.


· The ideal candidate for this position has strong communication, dive deep capabilities and interpersonal skills, enabling them to work successfully on a broad spectrum of employee and labor relations issues and projects.
· Fluent business English
· Fluent business Turkish
· Track record in risk/incident management dealing with simple to highly complex investigations considering legal, process related and other aspects and ability to apply the right priorities and communication approach to the internal and external parties involved.
· Track record in human resources, labor relations, investigative, or legal experience, and demonstrated passion for employee relations.
· You are tech savvy e.g. in usage of Excel, used to work with a large variety of tools, data mining and reporting. With your practical mindset you're able to find practical and simple solutions to complex problems, without sacrificing any quality or core functionality.
· Comfortable to influence a fast-paced matrix team consisting of internal and external stakeholders. You're a great communicator: you're confident when communicating, especially with varying levels of seniority, within a large organisation.
· You can drive improvements while demonstrating strong analytical skills: you'll utilize exceptional problem-solving, and communication skills to influence process change by. e.g. by writing clear and detailed functional specifications based on business requirements. You structure and develop implementation plans and work with our stakeholders to pilot and test new solutions and then roll-out across the broader organization at country/cross-country and/or cross regional level.
· You're an agile, forward-thinking innovator: you're able to thrive with your team, even as you manage occasional ambiguity and/or conflicting priorities and demands. Objectively stepping back from situations to look at the bigger picture, while maintaining your meticulous attention-to-detail help us to make the right future investments.


· Fluent in one or more of the following languages are required: Polish, Dutch, Arabic.
· Experience in leading medium to large complex, cross-functional strategic projects and opportunities. You already have experience in leading and defining projects, collecting requirements and designing process solutions or correct under-performing parts of existing ones. A combination of practical and intellectual skills and an ability to shift will help you to be successful on different tasks that vary between complex analyses and hands-on project and operations management.
· Logistics industry experience a plus
· Operations and case management background is a plus
· SQL, scripting and or coding experience


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