About this role
Sr. Manager Ops Concessions, EU Quality Job ID: 10489000 | Amazon EU Sarl Description *Please note: This position can be based in any of the following corporate offices: LUX20, MAN11 Manchester, MAD12 Madrid, LHR140 London 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, we are looking for a Sr. Manager to focus on reducing Concessions in EU Operations. You will manage large-scale programs that improve the customer experience and find ways to positively surprise our customers with our services. We are looking to hire an experienced leader to join the EU Quality leadership team, with background in Amazon Operations. As a Sr. 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, tech, and corporate) to identify solutions and to create a project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis. As a Senior Manager in the EU Ops Concessions team, you will lead a team of managers to deliver a critical goal that will directly impact Amazon's P&L. Your objective is to reduce the defect rate and the cost of items that are not delivered to customers and not returned to Amazon. This is a new workstream where you will have the opportunity to innovate and deliver at scale. These defects often do not reside within a single operations business line but span multiple functions, including first mile (FC), middle mile (ATS), last mile (AMZL, Carrier) and Reverse logistics. You will work closely with senior leaders to influence decision-making and guide them to focus on high-impact areas by creating clear business cases that consider trade-offs. The success of this role will depend on your ability to successfully deliver programs and improvement initiatives through cross-functional collaboration. You will need to demonstrate a strong Bias for Action to achieve the team's goals. Key job responsibilities - Own the goal of reducing DPMO and costs for the "not delivered – not returned" metrics across EU Amazon. - Responsible for the operating planning (OP1/OP2) cycles for the program. - Deliver OP2 savings through initiatives that impact this goal. - Dive Deep into data to identify the biggest operational opportunities in a new area with a lot of ambiguity. - Actively seek operational improvement opportunities to ensure items are safely returned to the FC in good condition if they are not delivered. - Develop and guide team members to focus on the most impactful areas of opportunity. - Identify trends and take ownership to solve problems. Escalate any delays in timely manner which puts deliverables at risks. - Support teams (FC, AMZL, GTS, ATS, Relo FC) in prioritizing initiatives to create an end-to-end secure network. - Lead WBR, MBR, and QBR with end-to-end senior stakeholders (including L8, L10). A day in the life You will manage a team of Program Managers and technical team members who will collaborate with various tech, operations, and business stakeholders to drive business-critical programs. You'll challenge and guide the team to ensure timely progress and the completion of their deliverables, coordinate their efforts, and address any lack of traction or adoption where necessary. You will take ownership of the goal, stay focused on delivering the roadmap, and regularly review milestones. Lead discussion with finance partners to ensure savings glidepaths are met. You'll identify trends early and act without delay. Regularly influence other business lines to maintain focus on the right areas and escalate any delays that put deliverables at risk. About the team EU Ops Concessions oversees E2E Ops Controllable Concessions, Undeliverables, and Unreturned items for the EU Amazon Fulfilment network. The team runs EU-wide initiatives aimed at improving the customer experience by identifying, analysing, and resolving operational defects in the First (FCs), Middle (ATS), Last-mile (Carriers and AMZL), and Transportation networks. The products developed by the team are rolled out across the EU Amazon Fulfilment network. As our tools have become the standard in the EU, some have already been adopted by global stakeholders. Basic Qualifications - Bachelor's degree, or Master's degree - Experience leading and managing a team - Experience leading complex programs with significant change impact across organizational boundaries - Experience communicating and presenting to senior leadership - Experience in English-language communication skills, both written and verbal Preferred Qualifications - Bachelor's degree, or a Master's degree and experience working for Amazon or any Amazon subsidiary or affiliate - Master's degree, or Advanced technical degree - Experience with roadmap strategy and definition Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates. 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.