Job description

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 Support & Ops lead 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
Independently 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.
BASIC QUALIFICATIONS
Completed Bachelor’s degree from an accredited university in business, economics, statistics, finance, or any other field that uses quantitative analysis
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
Demonstrated skills in managing
Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment
Sound business judgment, proven ability to influence others, and operational know-how
A day in the life
A Support & Ops Specialist facilitates flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impacts customer experience and performance delivery. A Support & Ops Specialist provides proactive and timely resolution to any issue in hand by researching & querying internal tools, by taking real-time decisions and having an effective communication with the stakeholders (verbal and written) that build rapport.
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- 2+ years of customer-facing environment, warehousing, logistics or manufacturing experience
- Experience with MS Office (Word, Excel, PowerPoint, and Outlook)
- Experience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint)
- Experience in English-language communication skills, both written and verbal
- 1+ years of performance metrics, process improvement or lean techniques experience
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.