Sr Customer Support Manager, Amazon Freight EU

Amazon Freight Operations (AF Ops) is the Pan- European central control center for Amazon Freight's Shipper Support and Transportation Execution. The team is 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 Freight's European transportation network and have direct impact on Shipper Experience., The Customer Support Manager manages a large team responsible for 24x7 frontline operations for both Inbound and Off-Amazon transportation. They work in a cross-functional environment with Shippers, Carriers, the Amazon Freight business team, Supply Chain, and the Retail organizations to determine future demand for transportation resources, and translates the aforementioned into accurate capacity plans. They drive the vision of Operations, facilitating the flow of information between different stakeholders and leads resolution of any potential issues that impact Shipper experience and business continuity, in a fast-paced environment.,

• Independently identify up-stream and down-stream operational problems and implement appropriate solutions before they become customer impacting.
• Brings a department and company-wide perspective to decision making. Strong business acumen (understands how to calculate high-level return on investment and partner with finance to complete a cost-benefit analysis)
• Assessing and reviewing end to end functional and operational areas; and designing, developing, deploying, and maintaining large scale operations.
• Gathering functional requirements and converting those into a realistic, detailed functional spec and project plan.
• Understand the business' and end user's needs, and proficiently translate those needs into the right solution
• Prioritize competing projects across departments, and focus individual and team projects for an entire group or department, or a major piece of a larger cross-company product or project.
• Serve as escalation point for shipper support leads.
• Making the correct trade-offs between schedule, resources, and scope in order to deliver on customer promise.
• Identifying and evaluating potential risks/obstacles with minimal direction from senior managers, with the appropriate corrective actions being driven.
• Make accurate business decisions based on in depth understanding of operational demands, labour and volume forecasts.
  
  A degree
• Experience in team management
• Experience in program or project management
• Experience working cross functionally with tech and non-tech teams
• Experience delivering cross functional projects
• Experience in supply chain
• Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
• Experience implementing repeatable processes and driving automation or standardization
• Experience in data mining, data management, reporting, and SQL queries
  
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