Network Loss Manager, ACES

Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the AMZL AU Last Mile Delivery Experience (LMDX) team is looking for a Network Loss Manager to manage large-scale programs that improve the customer experience and find ways to positively surprise our customers with our services.

As a Network Loss Manager, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements. Achieving such aspirational goals will require insisting on the highest standards, developing and iterating on new processes, and driving continuous improvement activities internally and externally. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and to create and execute a Defect reduction project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis.



Key job responsibilities

• Customer-Focus: Develop a thorough understanding of customer needs related to our deliveries. Use that knowledge to create metrics that drive change and enable Last Mile to provide an exceptional delivery experience.
• Deliver Results: Lead complex process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management.
• Manage Ambiguity: Understand complex business problems and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
• Stakeholder management: Build trustworthy relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for your customers while influencing with and without authority.
• Drive best practices with a focus on outcomes for our customers. You will identify and own AU initiatives that will continue to optimize our highly customer focused operational teams. You will have high performance standards that you will drive continuous improvement across the business.
• Develop and execute weekly and monthly action plans to deliver programs as per roadmap.
• Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for CX improvements.
- 3+ years of program or project management experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- • Experience developing operational process and technologies to drive customer experience improvement.
- • A passion about insisting on high standards and a customer-centric mindset
- • Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions.
- • Highly organized, ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines- MBA
- BA in a Science or Logistics based discipline, with an analytical, data analysis bias would be advantageous
- Knowledge of Lean, Six Sigma and Kaizen techniques
- The ideal candidate has an entrepreneurial mindset, with the tenacity to develop ideas independently and thrives in fast-paced environment.
- Communication skills are crucial, as well as ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize.
- Experience working within the transportation delivery industry and a solid understanding of carrier operations are advantageous.

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.