Customer Delivery Experience Manager, ACES
Customer Delivery Experience Manager, ACES
Posted on :
21-05-2025
Employer Active
1 Vacancy
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Job Description
At Amazon Logistics (AMZL) we are building a worldclass last mile operation where Last Mile Delivery Experience (LMDX) plays a key role. In LMDX we work for our customers. We aim to fulfill their necessities and delight them building a consistent but customised delivery experience. We are continuously anticipating their needs by building the processes and products needed to make this happen.
The successful candidate will be selfmotivated passionate highly analytical and detailoriented possess superior interpersonal and communication skills and be comfortable working independently and leading a team to drive growth and change in a fastpaced environment. Bias for action is an absolute must and candidates demonstrate a superior record of accomplishment of delivering results.
Please note this is a regional role so can be based out of any Delivery Station that is closest to you across either Sydney or Melbourne. Must be willing to travel (25%).
Key job responsibilities
CustomerFocus: Develop a thorough understanding of customer needs and pain points related to our deliveries both existing and potential. Use that knowledge to design new services that enable Amazon to provide an exceptional delivery experience.
Customer Research and Analytics: Design execute and analyze customer research to evaluate delivery experience and operational excellence then recommending and followingthrough on solutions.
Technical competence because of AMZLs position in the Amazon value chain youll need to become wellversed in multiple systems and processes that govern Trans systems routing address data Customer Service Fulfilment Centers etc.
Stakeholder management: Build strong relationships with multidisciplinary stakeholders globally to evaluate business priorities define shared opportunities and requirements and establish information sharing mechanisms.
Team management: Lead and develop a team of Field Quality Assurance Specialist responsible for deep diving and resolving last mile delivery challenges through improved address quality data.
Deliver Results: Lead difficult process improvement efforts incl. scope alignment with local and international teams data analysis and presenting results to senior management. Design shortterm solutions with limited guidance.
Manage Ambiguity: Understand difficult business problems across teams and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
Experience in program or project management
Experience in distribution and/or fulfillment processes ideally in fastpaced industrial logistics or production environment
Proven analysis and problemsolving skills
Experience with managing crossfunctional projects dependencies and bottlenecks providing escalations management anticipating and making tradeoffs.
Experienced people leader developing business continuity & team engagement
High level of written verbal and interpersonal skills.
Knowledge of Lean principles and DMAIC methodology
Experience in MS Access and SQL
Experience in requirement gathering and ability to write clear and detailed requirement document
Experience as a people leader developing strong engaging teams
Bachelors degree in supply chain business engineering finance or related technical or quantitative field.
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
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 successful candidate will be selfmotivated passionate highly analytical and detailoriented possess superior interpersonal and communication skills and be comfortable working independently and leading a team to drive growth and change in a fastpaced environment. Bias for action is an absolute must and candidates demonstrate a superior record of accomplishment of delivering results.
Please note this is a regional role so can be based out of any Delivery Station that is closest to you across either Sydney or Melbourne. Must be willing to travel (25%).
Key job responsibilities
CustomerFocus: Develop a thorough understanding of customer needs and pain points related to our deliveries both existing and potential. Use that knowledge to design new services that enable Amazon to provide an exceptional delivery experience.
Customer Research and Analytics: Design execute and analyze customer research to evaluate delivery experience and operational excellence then recommending and followingthrough on solutions.
Technical competence because of AMZLs position in the Amazon value chain youll need to become wellversed in multiple systems and processes that govern Trans systems routing address data Customer Service Fulfilment Centers etc.
Stakeholder management: Build strong relationships with multidisciplinary stakeholders globally to evaluate business priorities define shared opportunities and requirements and establish information sharing mechanisms.
Team management: Lead and develop a team of Field Quality Assurance Specialist responsible for deep diving and resolving last mile delivery challenges through improved address quality data.
Deliver Results: Lead difficult process improvement efforts incl. scope alignment with local and international teams data analysis and presenting results to senior management. Design shortterm solutions with limited guidance.
Manage Ambiguity: Understand difficult business problems across teams and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
Experience in program or project management
Experience in distribution and/or fulfillment processes ideally in fastpaced industrial logistics or production environment
Proven analysis and problemsolving skills
Experience with managing crossfunctional projects dependencies and bottlenecks providing escalations management anticipating and making tradeoffs.
Experienced people leader developing business continuity & team engagement
High level of written verbal and interpersonal skills.
Knowledge of Lean principles and DMAIC methodology
Experience in MS Access and SQL
Experience in requirement gathering and ability to write clear and detailed requirement document
Experience as a people leader developing strong engaging teams
Bachelors degree in supply chain business engineering finance or related technical or quantitative field.
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
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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