Middle Mile Escalation Specialist, Middle Mile Partner Management (MMPM)

Amazon Transportation Services (ATS) manages best-in-class surface transportation programs for our internal and external customers. Connecting vendors, fulfillment centers, sort centers, air gateways, United States Postal Service (USPS) and final mile delivery stations. If a truck load needs to be moved, we deliver results. Amazon is one of the most recognizable brand names in the world and we distribute over a billion shipments each year to our loyal customers.

The location for this role is BNA12 in Nashville, TN. Middle Mile (MM) Partner Manager team is seeking an Escalation Specialist who will work with the team to develop, execute, and manage carrier engagement for Amazon Transportation Services in North America.

Each day, the person in this role performs a variety of tasks within standard work, with slight deviation outside of standard work. The MM Escalation Specialist escalates when actions needed deviate from available procedure and work to create standard work for them by suggesting process deviations, as needed. The Specialist meets timelines and minimizes disruption to partner teams and carriers. They are able to provide recommendations to improve team processes, metrics, internal tools, SOPs, and other workflows. The work impacts team metrics, partner teams, and carriers. Lastly, they will share best practices with the team and partner teams.

Key job responsibilities

• Work is tactical, focused on goals where the problem, opportunity, and strategy are already defined.
• Use of knowledge and skills to build, implement, and/or meet assigned goals.
• Handling of straightforward problems and are able to use knowledge to determine how to accomplish a task.
• Escalation of roadblocks and risks to leadership, with suggestions for resolution.
• Contribution to process improvement initiatives, such as writing new SOPs or testing new programs.
• Collaboration with stakeholders, peers, and partner teams to deliver consistent results.
• Maintains clear and concise verbal and written communication with peers, managers, and stakeholders.
• Pulling data from numerous databases (including Microsoft programs like Excel, Access, SQL and/or other data management systems).

About the team

The Carrier and Community Escalations Team (CCET) own Middle Mile Escalation investigation and resolution to support proper routing and parking through North America and promote safe behaviors through carrier coaching. Developing solutions that support all around experience allows CCET to empower carriers to put safety first as we continue to deliver smiles one mile at a time.