Job Details

Customer Delivery Experience Manager, ACES

Job ID: 2944575 | Amazon Commercial Services Pty Ltd

At Amazon Logistics (AMZL), we are building a world-class last mile operation, where Last Mile Delivery Experience (LMDX) plays a key role. In LMDX, we work for our customers to fulfill their needs and delight them by building a consistent but customized delivery experience. We anticipate their needs by developing the processes and products necessary to achieve this.

The successful candidate will be self-motivated, passionate, highly analytical, and detail-oriented. They should possess excellent interpersonal and communication skills and be comfortable working independently and leading a team to drive growth and change in a fast-paced environment. A bias for action is essential, and candidates should demonstrate a strong track record of delivering results.

This is a regional role based out of any Delivery Station near you in Sydney or Melbourne, with a willingness to travel (~25%).

Key job responsibilities

1. Customer-Focus: Develop a thorough understanding of customer needs and pain points related to deliveries, both existing and potential. Use this knowledge to design new services that enable Amazon to provide an exceptional delivery experience.
2. Customer Research and Analytics: Design, execute, and analyze customer research to evaluate delivery experience and operational excellence, then recommend and implement solutions.
3. Technical Competence: Become well-versed in multiple systems and processes that govern Trans systems, routing, address data, Customer Service, Fulfillment Centers, etc., due to AMZL's position in the Amazon value chain.
4. Stakeholder Management: Build strong relationships with global stakeholders to evaluate business priorities, define shared opportunities and requirements, and establish information-sharing mechanisms.
5. Team Management: Lead and develop a team of Field Quality Assurance Specialists responsible for resolving last mile delivery challenges through improved address quality data.
6. Deliver Results: Lead process improvement initiatives, scope alignment with local and international teams, data analysis, and presentation of results to senior management. Design short-term solutions with limited guidance.
7. Manage Ambiguity: Understand complex business problems across teams, manage multiple priorities, and ensure critical projects remain visible to leadership and stakeholders.

Basic Qualifications

• Experience in program or project management
• Experience in distribution and/or fulfillment processes, preferably in fast-paced industrial, logistics, or production environments
• Proven analysis and problem-solving skills
• Experience managing cross-functional projects, dependencies, bottlenecks, escalations, and making trade-offs
• Leadership experience, developing business continuity and team engagement
• High proficiency in written, verbal, and interpersonal communication

Preferred Qualifications

• Knowledge of Lean principles and DMAIC methodology
• Experience with MS Access and SQL
• Experience gathering requirements and writing detailed requirement documents
• Proven leadership in developing engaging teams
• Bachelor's degree in supply chain, business, engineering, finance, or related fields

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

IDE Statement: Amazon is an equal opportunity employer and does not discriminate based on veteran status, disability, or other protected categories. We promote an inclusive culture empowering all employees to deliver the best results. If you need workplace accommodations during the application or onboarding process, please visit this link.