Process Mgr, EU DFI Execution, EU Trust & Safety

• Leads a team responsible for escalation management across EU9, ensuring timely and effective resolution of issues related to Amazon Logistics (AMZL) deliveries. Owns continuous improvement initiatives

Description

• Leads a team responsible for escalation management across EU9, ensuring timely and effective resolution of issues related to Amazon Logistics (AMZL) deliveries. Owns continuous improvement initiatives and drives best practices for escalation processes between AMZL, Customer Service (CS), and Delivery Service Provider (DSP) stakeholders, driving consistency, accountability, and operational excellence across regions. Owns the continuous improvement of escalation management processes, reporting mechanisms, leveraging data-driven insights to identify trends, uncover root causes, and implement sustainable corrective actions. Partners closely with cross-functional teams, in-country DSP teams, and global counterparts to enhance customer experience, reduce repeat escalations, and strengthen compliance with established escalation procedures. Through leadership, stakeholder management, and program execution, ensures escalations are resolved efficiently while driving long-term improvements that mitigate operational and customer risks. Key job responsibilities Manage and develop a team responsible for escalation management across EU9, ensuring timely resolution and consistent execution of escalation processes. Serve as the single-threaded owner for AMZL escalation management program execution processes, defining and continuously improving frameworks, reporting mechanisms, and Standard Operating Procedures (SOPs). Analyze escalation trends, identify root causes, and lead cross-functional initiatives that improve customer experience, reduce recurring issues, and prevent future escalations. Partner with AMZL Operations, DSP teams, and other key stakeholders to resolve complex issues, drive compliance with escalation processes, and deliver operational excellence. Deliver actionable reporting, business insights, and recommendations to senior leadership, proactively identifying risks, communicating emerging issues, and driving informed decision-making.

Basic Qualifications

• - Experience collaborating with cross-functional teams - Experience in data analysis and reporting - Experience managing a team - Experience in process improvement

Preferred Qualifications

• - Experience that includes strong analytical skills, attention to detail, and effective communication abilities - Experience in logistics, last-mile delivery, or transportation operations - Experience leading continuous improvement programs (Lean, Six Sigma, Kaizen, or similar methodologies) - Experience with stakeholder management across multiple countries or business units - Demonstrated ability to influence without authority across cross-functional teams 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.