Senior Fleet Experience Manager, Global Fleet and Products

Senior Fleet Experience Manager, Global Fleet and Products

Job ID: Amazon Spain Services, S.L.U.

Global Fleet and Products are seeking a Senior Fleet Experience Manager to lead the development of new products and enhance existing ones to improve the experience and productivity of our Delivery Service Partners (DSPs) across the EU. The Program Manager will be responsible for expanding listening mechanisms for our partners to ensure optimal service delivery. They will innovate new feedback capture mechanisms and develop programs to address key pain points for our partners. Additionally, they will be responsible for launching new value-added services.

Team Exposure: As Senior Manager, Fleet Experience, you will oversee the performance of GFP services provided to DSPs. This role requires influencing multiple functions within GFP to ensure our products and services add value to our partners. You will collaborate closely with finance, business leaders, product managers, program managers, and counterparts across the DSP program organization. Your work will involve cross-organizational projects to define how GFP initiatives impact DSP operations, aiming to deliver the best end-state products to meet DSP needs and drive improvements when issues arise.

Success in this role depends heavily on customer obsession. The ideal candidate will prioritize understanding partner needs and inventing innovative solutions to support them. Strong project management skills and effective communication are essential. You will influence business owners, support decision-making, and adapt to a dynamic environment. The role offers daily opportunities to innovate and create solutions for partner challenges.

Key job responsibilities

• Analyze, report, and act on customer feedback data to identify opportunities for service improvement.
• Enhance measurement and performance metrics by combining qualitative sentiment data with quantitative service benchmarks.
• Maintain close collaboration with the DSP experience team for ongoing learning and improvement.
• Develop and contribute to business cases using stakeholder insights.
• Prioritize impactful projects, obtain leadership approval, and allocate resources accordingly.
• Take ownership of project updates, escalate issues promptly, and seek assistance when needed.
• Manage project schedules to ensure successful milestones and go-live dates.

About the team

Amazon Logistics (AMZL) is Amazon's "Last Mile" delivery service, responsible for delivering packages worldwide. Our GFP team shapes the future of this rapidly expanding business by building the safest and most sustainable fleet of last-mile delivery vehicles.

BASIC QUALIFICATIONS

• Bachelor's degree in a relevant field
• Fluent in Spanish, Italian, and English
• Proven ability to deliver results through others via matrix management and stakeholder engagement
• Experience influencing and working with cross-functional teams at senior leadership levels
• Strong track record of developing value-added partnerships with internal and external stakeholders
• Ability to work effectively across various organizations, cultures, and management levels
• Skilled in managing upward and driving organizational change

PREFERRED QUALIFICATIONS

• Master's or other postgraduate degree
• Experience in the logistics industry
• Six Sigma certification
• PMP / Prince2 certification
• Fleet management experience

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