Senior Process Imprv Specialist, Driver Esclation Hotline

At the Amazon Logistics EU Deliver Service Partners (DSP) Trust & Safety team, we own all EU wide initiatives in Driver and DSP 1.0/2.0 escalations. Our team 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 Senior Process Improvement Manager will carry out critical driver, customer and community member incident investigations to design, implement and rollout our key prevention strategies that ensure future incident mitigation by reducing incident frequency, impact and cost. This is a position that engages directly with leadership across AMZL and AMXL (DSP Management, DSPs, Legal, PR, Audit & Compliance) to actively select, influence and drive results from key stakeholders, gaining alignment to launch initiatives across EU.
Key job responsibilities
• Design and launch long-term solutions to mitigate incident frequency, impact and cost.
• Own KPIs and identify trends, root causes and building forecasts to ensure we are within goal.
• Analyze data from various sources (internal systems, feedback from key stakeholders, large customer segments) and propose remedial action based on investigation findings.
• Driving improvement initiatives to guarantee the Operational Excellence of our processes, including tech (e.g. automation) and non-tech (e.g. trainings) solutions.
• De-escalates risks to keep positive partner and employee relations.

The job can be based in Barcelona, Madrid, Milan, Munich, London.

We are open to hiring candidates to work out of one of the following locations:

Barcelona, ESP

BASIC QUALIFICATIONS

• Bachelor Degree in Business Management, Finance, Law, Engineering or another related field
• Fluent English (C1 level - written and verbal communication)
• Has successfully led end-to-end process improvement projects, from identifying improvement opportunities, implementing solutions and measuring results
• Is comfortable working with ambiguous data from different sources to identify trends, discover root causes and justify improvement opportunities
• Has experience influencing a large variety of stakeholders in dynamic organizations to align on long-term solutions.

PREFERRED QUALIFICATIONS

• Familiarity with DMAIC and other Six Sigma tools
• Good knowledge of SQL, Tableau, Python or other tools to perform data analysis and create automations. • Experience in Logistics Industry.