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Sr Process Improvement Mgr, EU Trust & Safety, London
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Client:
Amazon UK Services Ltd.
Location:
London, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
3eaa9d341d54
Job Views:
11
Posted:
26.04.2025
Expiry Date:
10.06.2025
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Job Description:
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, Legal, PR, Audit & Compliance) to actively select, influence and drive results from key stakeholders, gaining alignment to launch initiatives across EU.
In this role, you will also play a pivotal part in defining internal metrics, their reporting formats, frequency by audience, source data and automate, converting raw data into easily-digestible periodic reports. Be the process improvement leader with a lean thinking and constantly strive to improve baseline performance and deliver exceptional customer experience for our customers and stakeholders.
Key job responsibilities:
1. Design and launch long-term solutions to mitigate incident frequency, impact and cost.
2. Own KPIs and identify trends, root causes and build forecasts to ensure we are within goal.
3. Analyze data from various sources (internal systems, feedback from key stakeholders, large customer segments) and propose remedial action based on investigation findings.
4. Drive improvement initiatives to guarantee the Operational Excellence of our processes, including tech (e.g., automation) and non-tech (e.g., trainings) solutions.
5. Effectively communicate with stakeholders at all levels, providing regular updates on initiative status and impact. Write and present white papers, work-backwards narratives, 6-pagers to senior leadership.
6. De-escalate risks to maintain positive partner and employee relations.
About the team:
At the Amazon Logistics EU Delivery 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, strategies to drive improvement, delight Drivers and DSP stakeholders, while protecting customer experience.
BASIC QUALIFICATIONS
* Proven experience managing projects with high tech complexity/dependencies.
* Experience in business ownership, controlling, and analysis.
* Experience in authoring and presenting white papers to stakeholders, effectively communicating complex ideas.
* Track record of creating effective reporting and data analysis.
* Strong analytical skills, proficiency in Excel and Data Mining/Visualization tools (Quicksight/SQL).
* Excellent communication skills with high accuracy and attention to detail.
* Experience influencing cross-functional teams, especially technical teams.
* Ability to handle and prioritize multiple engagements.
* Led end-to-end process improvement projects, from identification to implementation and measurement.
* Comfortable working with ambiguous data to identify trends and root causes.
* Experience influencing stakeholders to align on long-term solutions.
PREFERRED QUALIFICATIONS
* Experience in Delivery Stations or Fulfillment Center Operations.
* Understanding of Operations and KPIs.
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