Shipper Experience Manager, Amazon Shipping

Amazon Shipping is building the future of parcel delivery for businesses across the EU. We pick up parcels directly from our shippers facilities and deliver them to their end consumers using Amazons world-class logistics network.
Were looking for a Shipper Experience Manager to own the operational relationship with a portfolio of shippers. Youll be the single point of contact from operations for your shippers within Amazon Shipping their trusted advisor and their advocate internally. Youll onboard new shippers drive performance across your portfolio and ensure every shipper gets an exceptional level of service.
Youll drive alignment across partner teams track actions to completion and hold the network accountable for delivering results. Youll partner with Single Threaded Leaders programme teams and operational stakeholders to reduce costs improve quality and drive adoption of new capabilities with your shippers.
Youll need to be a supply chain subject matter expert who can translate complex operational realities into clear solutions for shippers. Youll visit shipper sites host business reviews at all cadences and use data and anecdotes to drive structural change internally. If youre energised by working at the intersection of customer experience and operational excellence this is the role for you.
Our team is in a test-and-iterate phase were building new processes refining our approach and evolving quickly. Youll need to be highly flexible comfortable with change and able to adapt at pace as priorities shift and the function matures.


Key job responsibilities
Portfolio Management & Performance
Own the operational relationship with a portfolio of shippers acting as their single point of contact within Amazon Shipping
Monitor shipper performance across quality metrics including On-Time Performance (OTP) non-conveyable rates and damages
Track and drive improvement in safety metrics including prohibited items compliance
Identify trends root causes and opportunities using data drive alignment with responsible teams and track corrective actions to completion
Proactively identify risks to shipper performance before they materialise and drive mitigating actions
Understand shipper volume forecasts and coordinate with the network on peak planning and capacity impact
Understand commercial SLAs and ensure operational delivery against them closing gaps with partner teams where needed
Shipper Onboarding
Lead the operational onboarding of new shippers into the Amazon Shipping network
Set shippers up for success with clear expectations SLAs and ongoing operational support
Educate shippers on Amazon Shipping capabilities processes and best practices
Cross-Functional Partnership
Partner with Single Threaded Leaders (e.g. First Mile Cost) to reduce costs and improve outcomes for your shippers
Collaborate with programme teams to drive shipper adoption of new programmes and initiatives
Provide shipper anecdotes and data to support OP1 intakes and strategic planning
Voice of Shipper
Act as the voice of the shipper internally ensuring your portfolio receives the right level of service
Educate internal stakeholders on shipper needs and use real-world examples to drive structural change
Visit shipper sites regularly to build relationships understand their challenges and identify opportunities
Business Reviews & Governance
Host Weekly Business Reviews (WBRs) to track performance and address operational issues
Host Monthly Business Reviews (MBRs) to review trends initiative progress and strategic alignment
Host Quarterly Business Reviews (QBRs) to present performance summaries forward-looking plans and recommendations


- Bachelors degree or equivalent qualification in Math Engineering Science or Business
- Experience working in a customer-facing environment
- Experience using data and metrics to determine and drive improvements
- Experience managing competing priorities across a wide range of stakeholders
- Experience in customer-facing business presentations covering business and technical aspects or equivalent
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences including senior leadership
- Knowledge of supply chain logistics or transportation operations
- Willingness to travel to shipper sites

- Experience in Amazon Operations Central Flow or other related supply chain teams
- Experience in program or project management including the delivery of cross-functional projects
- Knowledge of Six Sigma tools Lean techniques PMP or similar standards preferred
- Familiarity with Amazon planning mechanisms (OP1/OP2)
- Experience in middle and/or last mile delivery or parcel logistics

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