Sr Process Manager, EU Trust & Safety, Conduct Escalations & Execution

Lead our EU Trust & Safety Conduct Escalations & Execution team as Senior Process Manager. Drive critical incident investigations execute accountability measures and spearhead process improvements. As a Sr Process Mgr you will manage a team handling sensitive customer and community issues optimize existing processes and lead expansion projects across EU markets. Your role will be pivotal in reducing escalations enhancing operational efficiency and strengthening our trust and safety protocols.
This is a position that engages directly with leadership across AMZL and AMXL (DSP Management Legal PR Audit & Compliance) to actively select influence and drive results from key stakeholders gaining alignment to launch initiatives across EU.
In this role you will also play a pivotal part in defining internal metrics their reporting formats frequency by audience source data and automate converting raw data into easily-digestible periodic reports. Be the leader with a lean thinking and constantly strive to improve baseline performance and deliver exceptional customer experience for our customers and stakeholders.


Key job responsibilities
Lead and develop a high-performing team handling sensitive customer and community member incidents.
Drive end-to-end investigation processes and ensure timely execution of accountability measures.
Design and implement process improvements to enhance operational efficiency and investigation quality.
Collaborate with upstream process owners to reduce root causes of escalations and strengthen prevention mechanisms.
Develop metrics and reporting frameworks to track team performance and program effectiveness.
Lead expansion projects and new process implementations across EU and ROW.
Establish and maintain strong partnerships with cross-functional stakeholders.
Create and maintain standard operating procedures and training materials.


About the team
At the Amazon Logistics EU Delivery Service Partners (DSP) Trust & Safety team we own EU wide initiatives in Driver and DSP 1.0/2.0 escalations. Our team provides the global Amazon Logistics community with the knowledge the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders while protecting customer experience.

Demonstrated success in operations trust & safety or risk management.
Proven track record of people management and team development.
Strong analytical and problem-solving skills with data-driven decision making.
Extensive experience in process optimization and program management.
Excellence in stakeholder management and cross-functional collaboration.
Strong understanding of EU regulatory environment and compliance requirements.
Fluent in English; additional European language(s) preferred.
Experience managing complex time-sensitive operations.
Demonstrated ability to influence and drive results across multiple stakeholder groups.
Track record of implementing successful process transformation initiatives.
Experience in metrics development and data-driven decision making.
Strong project management capabilities with focus on delivering measurable results.


Experience in Delivery Station or Fulfillment Center Operations.


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