Senior Program Manager - Shipper Experience

Amazon ,
London, Greater London
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Job Description

The Amazon Freight product allows Shippers to use Amazon's transportation network to transport products in bulk across Europe. This is an innovative technology-driven solution for the shipping needs of small and large businesses and is scaling rapidly as an offering. Amazon Freight is a part of the Amazon Transportation Services organization in Europe which is a cutting-edge supply chain technology organization and responsible for many of Amazon's best-in-class logistics offerings. We are looking for a Senior Program Manager for Shipper Experience in Europe. You will lead a team of operations account managers across the UK and Germany. The team is part of the Amazon Freight operations team. As a customer centric organization, we aim to offer Shippers an excellent experience on our platform. You and your team will own the engagement and retention of our key enterprise accounts and build the processes and metrics that allow us to measure and improve Shipper satisfaction. The successful candidate will be a natural problem solver, highly analytical, customer obsessed, and results driven. Key responsibilities: - Hire and develop a team of high performing account managers - 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 - Build and implement engagement and retention mechanisms for key enterprise accounts

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