Transportation Consumer Relations Program Manager, Customer Delivery Excellence (CDE)

The Customer Delivery Excellence (CDE) organization is composed by program management professionals, people leaders, data scientists and business intelligence engineers. The team leverages data and defect anecdotes leading to customer experience misses to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon's supply chain. CDE influences and defines the short and mid-term roadmaps with vertical organizations to ensure units arrive safely, defect-free and within the planned service agreement. The team maintains a perspective on speed and cost but does not allow on-time performance to degrade at the advancement of either.

Key job responsibilities

• Research and draft summary reports for Senior Leadership as part of the customer escalation process.
• Resolve high complexity customer concerns escalated by the Amazon Executive team or Customer Service partners.
• Oversee communication with external partners (Carriers) and internal partners (Customer Service, Procurement, Supply Chain, Amazon Projects, Global Transportation).
• Onboard teams to the Escalation Platform and conduct training sessions/demos.
• Create a narrative outlining the weekly status of open escalations and commitments to socialize with business teams interacting with the Escalation Platform.
• Generate standard reports to assist in analyzing trends and business opportunities exposed through the customer escalation process to drive positive resolutions affecting customers.
• Pull data from numerous databases (using Excel, SQL, and/or other data management systems) and perform ad hoc analysis as needed.

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

Learn more about our benefits here: https://www.amazon.jobs/en/internal/benefits/us-benefits-and-stock