Driver's Experience Hotline Investigator

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. Your responsibilities Working in multi-site continuously improving environment, you will develop strong commercial relationships with our last mile delivery partners to improve compliance, productivity, safety, driver engagement and customer KPI's. You will effectively plan with delivery partners to make sure driver supply is aligned to seasonal volume demands. Moreover, you will work alongside operational and wider business stakeholders. 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. Together with the team, you will lead and manage the Driver Experience Hotline for all EU countries. You will own the end-to-end management of driver escalations, including the investigation, resolution and follow-up on possible actions.You will work closely with the EU DSP teams to provide feedback on cases and with EU audit and compliance to provide insight found from cases. You will provide reporting for senior leadership on the actions taken. The role can be based in Germany, France, Spain, or the UK.