As the owner of key Customer Experience (CX) programs, you will partner with key stakeholders to drive improvements in critical quality metrics for our Amazon Fulfillment Network, focusing on on-time shipping and delivery performance while ensuring customers continue to access faster delivery promises in the US region.
Key job responsibilities
- Lead high-impact initiatives focused on enhancing fulfillment and delivery service performance.
- Collaborate with data scientists, business intelligence engineers to analyze performance metrics and defect anecdotes, using these insights to implement changes that raise the bar on fulfillment quality and delivery accuracy.
- Leverage process improvement methodologies and data analysis (e.g., Lean, Agile, Kaizen, Six Sigma, Statistical Analysis) to optimize workflows, ensuring that Amazon’s fulfillment centers and transportation teams deliver consistently high-quality results.
- Collaborate with stakeholders across multiple teams—including partner CX teams, Operations, Engineering, Finance—to deliver large-scale, cross-functional projects.
- Manage communication across all program touchpoints, ensuring stakeholders are informed, blockers are resolved, and timelines are met with minimal disruption to operational teams.
- Proactively manage risks, ensuring project scope, milestones, and resources are aligned to meet business goals.
- Maintain a sharp focus on customer satisfaction, identifying the root causes of customer experience misses and working across teams to mitigate them while ensuring scalable, sustainable solutions
- Focus on the larger business picture, balancing customer experience, financial objectives, and compliance when making decisions or recommending program adjustments.
About the team
The Customer Delivery Excellence (CDE) organization is part of Global Transportation Services (GTS), composed by program management professionals, data scientists and business intelligence engineers. The team leverages data and defect anecdotes leading to customer experience misses to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon’s supply chain. CDE influences and defines the short and mid-term roadmaps with vertical organizations to ensure units arrive safely, defect-free and within the planned service agreement. The team moves at a fast pace and embraces the Amazon culture of work hard, have fun, make history!!
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- Knowledge of Lean principles and DMAIC methodology
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $50,100/year in our lowest geographic market up to $107,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.