Escalations Program Manager Delivery Service Provider DSP ES OTR
Escalations Program Manager Delivery Service Provider DSP ES OTR
Posted on :
13-04-2025
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1 Vacancy
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Job Description
Our entire business works hard to delight our customers from the second an order is placed online to the seamless coordination of that order behind the scenes we strive to stay agile fluid and intentional. That can be described in one of our core Leadership Principles which is Bias for Action. This means that our teams band together roll up their sleeves and arent content with just standing still. Were aiming to become the most customercentric company on Earth.
The ES On the road (OTR) team is responsible for managing and growing the network of providers that power Amazons inhouse last mile delivery service. Our partners work out of delivery stations across Spain and are assigned delivery routes and packages.
The ES OTR Escalations team is central to achieving the program objectives of DSP Last Mile Delivery.
As Manager OTR Escalations team you will be responsible for tracking and taking to completion all the escalations in different areas of the business.
Because of the impact this is a highly visible role with senior leaders and decision makers in Amazon operations. The incumbent will regularly lead business and planning reviews with senior operations leaders and manage relationships and drive alignment across a variety of stakeholders including planning finance fleet expansion and the local country teams. It is also a highly innovative space requiring the incumbent to use a quantitative and analytical approach balanced by business judgment to determine the capacity strategy while constantly iterating on the process to drive improvements.
Successful candidates will think like business owners and drive results by building solutions on behalf of our customers. They love innovation and enjoy interacting with different stakeholders. They will be resourceful customerfocused team oriented have an ability to work independently under time constraints and will have an ability to change focus at a moments notice while still meeting deadlines. They will have experience in crossfunctional stakeholder management connecting the right groups and organizing multifaceted answers to difficult questions. The candidate will have a proven track record in taking on endtoend ownership and successfully delivering results in a fastpaced and dynamic business environment.
Key job responsibilities
Key job responsibilities
Build coordinate and track all the different escalations with ASANA. Providing leadership with visibility and ETAs.
Coordinate with stakeholders the tracking and status of deliverables.
Lead reviews with operations leaders on capacity planning.
Partner with stakeholders to align on needs and escalations.
Work crossfunctionally across multiple operations functions to drive visibility and high standards.
Deliver MBR and QBRs with leadership audience stating clear action plans owners and ETAs.
Own adhoc document reviews and escalations pagers.
Basic Qualifications:
Minimum 6 Months experience as a NAEN Customer Service Associate.
In good standing as outlined in our NACS Good Standing and Timeline Policy.
Exceeding the performance operational goals of the organization for the last 3 months.
Preferred Qualification:
Experience communicating with and presenting information to internal and external customers.
Demonstrates mastery of CS operations and tools.
Utilizes appropriate department resources.
Demonstrates effective communication composure and professional attitude.
Must be able to multitask and demonstrate effective communication composure and professional attitude.
Possesses strong interpersonal skills.
Strong communication and people oriented skills desired.
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 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The ES On the road (OTR) team is responsible for managing and growing the network of providers that power Amazons inhouse last mile delivery service. Our partners work out of delivery stations across Spain and are assigned delivery routes and packages.
The ES OTR Escalations team is central to achieving the program objectives of DSP Last Mile Delivery.
As Manager OTR Escalations team you will be responsible for tracking and taking to completion all the escalations in different areas of the business.
Because of the impact this is a highly visible role with senior leaders and decision makers in Amazon operations. The incumbent will regularly lead business and planning reviews with senior operations leaders and manage relationships and drive alignment across a variety of stakeholders including planning finance fleet expansion and the local country teams. It is also a highly innovative space requiring the incumbent to use a quantitative and analytical approach balanced by business judgment to determine the capacity strategy while constantly iterating on the process to drive improvements.
Successful candidates will think like business owners and drive results by building solutions on behalf of our customers. They love innovation and enjoy interacting with different stakeholders. They will be resourceful customerfocused team oriented have an ability to work independently under time constraints and will have an ability to change focus at a moments notice while still meeting deadlines. They will have experience in crossfunctional stakeholder management connecting the right groups and organizing multifaceted answers to difficult questions. The candidate will have a proven track record in taking on endtoend ownership and successfully delivering results in a fastpaced and dynamic business environment.
Key job responsibilities
Key job responsibilities
Build coordinate and track all the different escalations with ASANA. Providing leadership with visibility and ETAs.
Coordinate with stakeholders the tracking and status of deliverables.
Lead reviews with operations leaders on capacity planning.
Partner with stakeholders to align on needs and escalations.
Work crossfunctionally across multiple operations functions to drive visibility and high standards.
Deliver MBR and QBRs with leadership audience stating clear action plans owners and ETAs.
Own adhoc document reviews and escalations pagers.
Basic Qualifications:
Minimum 6 Months experience as a NAEN Customer Service Associate.
In good standing as outlined in our NACS Good Standing and Timeline Policy.
Exceeding the performance operational goals of the organization for the last 3 months.
Preferred Qualification:
Experience communicating with and presenting information to internal and external customers.
Demonstrates mastery of CS operations and tools.
Utilizes appropriate department resources.
Demonstrates effective communication composure and professional attitude.
Must be able to multitask and demonstrate effective communication composure and professional attitude.
Possesses strong interpersonal skills.
Strong communication and people oriented skills desired.
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 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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