Senior Customer Success Manager, Amazon Freight EU

Amazon Freight is looking for a Senior Customer Success Manager with a track record in Customer and Operational Project management and a commercially aware approach to customer problem solving and project deliverables to be a part of the Customer Success Operations team.

The Amazon Freight Team provides transportation services for external shippers that use the logistics network we built for Amazon to deliver freight safely on time and at competitive costs. We offer shippers access to the same network of carriers technology infrastructure and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazons broader flywheel.

As a Senior Customer Success Manager within AF EU Customer Success Operations you will be responsible for driving key customer and operational improvements and enhancements to optimizing part of the Operations business. A successful candidate should be able to dive deep into data present and implement changes for the business lead out on large scale and business impacting projects project manage operationally for big customers/shippers product launches/scaling existing products to complex shipper operations think long term and influence Senior Leadership. The candidate would be dedicated to Customer focused Transformational projects aimed to drive Shipper excellence processes enhancing Shipper/Amazon Freight expansion whilst delivering a best in class service to our customers.

Key job responsibilities
Proactively drive transformation across the Customer Success team and the wider business promoting change and adoption to maximize the performance of teams and deliver on agreed Revenue Targets KPIs and Customer SLAs.
Design and pilot special processes for Customer Success Enterprise Shippers and effectively drive change management and continuous improvement across this business unit assessing the scalability factors of special processes.
Partnering with business development product and the operations team to ensure alignment on key objectives on efficient and on-time project implementation. Proven ability to influence stakeholders with different priorities and different functions including but not limited to product technology legal and finance
Implementing the required governance mechanism via KPI and metrics along with ad hoc reporting and analytical deep-dives for successful customer/operational project deliverables
Align Operations teams in identifying and remediating operating defects. Working to find practical and simple solutions to complicated problems without sacrificing quality or core functionality
Manage key communication to Stakeholders and work cross-functionally with stakeholder teams to ensure alignment in business level goals and implementations.
Drive and own operations change management related to new freight product or program launches as well as freight network expansion. Ensuring to allocate workstreams and projects within the team to enable new initiative management
Apply agile methods and project management skills in the design development and delivery operation transformation programs
Benchmark external teams and businesses to identify opportunities for our customer base


About the team
Amazon Freight Europe is a transportation service provider for external shippers that uses the logistics network we built for Amazon to deliver freight safely on time and at competitive costs. We offer shippers access to the same network of carriers technology infrastructure and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazons broader flywheel by helping minimize empty miles by bringing in freight that flows complementary to our existing network.
Amazon Freight Operations (AF Ops) is the Pan- European team that handles Amazon Freights Shipper Support and Transportation Execution. We are responsible for planning and scheduling the transport orders placed by our customers (Shippers) and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freights European transportation network and have a direct impact on Shipper Experience.

- Bachelors degree
- Experience in Customer facing roles
- Knowledge of Excel (Pivot Tables VLookUps) at an advanced level
- Ability to work in ambiguity and create a strategic solution
- Proven experience in senior roles within customer operations and/or program/Project management
- Experience influencing stakeholders with different priorities and different functions including but not limited to product technology legal and finance
- Analytical problem-solving skills being able to diagnose root cause of issues
- Experience scaling product/programs with customers
- Experience in leading and driving change within large and cross-functional teams
- Experience of understanding business and end users needs and proficiently translate those needs into the right solution

- Masters degree
- Project Management certifications
- Familiarity with statistics and application of statistics in operations
- Experience driving process improvement familiarity with 6 sigma / lean green belt certification
- German Language

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