We are seeking a 3P Manager to oversee third-party carrier partnerships and optimize our pickup and returns network across Italy, and other marketplaces. This role is critical to delivering exceptional customer experience by continuously improving processes, streamlining the end-to-end customer journey, and driving operational excellence across our partner ecosystem. You will be responsible for managing commercial carrier relationships, identifying opportunities to enhance service quality, and implementing data-driven solutions that reduce friction points throughout the pickup and returns experience. The ideal candidate will combine strong analytical capabilities with customer-centric thinking to transform how customers interact with our network, ensuring every touchpoint is optimized for convenience, speed, and reliability.

Key job responsibilities

- Manage commercial carrier relationships and network performance across Italy, serving as the primary point of contact for partner engagement and escalations
- Lead continuous process improvement initiatives to enhance customer experience and eliminate pain points throughout the pickup and returns journey
- Drive cost savings and operational efficiency through advanced data analysis, identifying opportunities to optimize network topology, capacity utilization, and service delivery
- Implement systematic improvements to customer touchpoints, reducing defects and improving key performance metrics across the network
- Analyze performance data using SQL and advanced analytics to uncover trends, identify root causes, and develop actionable recommendations
- Collaborate with cross-functional teams including operations, technology, procurement, and marketing to deliver integrated solutions that improve the overall customer journey
- Support contract negotiations and service level agreements to ensure optimal rate structures and service conditions

A day in the life
Every day, you'll focus on increasing service adoption and continuously improving customer experience across our pickup and returns network. You'll drive projects to standardize processes and implement operational improvements, maintaining regular contact with senior management and stakeholders to define requirements and provide updates. You will manage third-party carrier partnerships across Italy, being accountable end-to-end for network performance. You'll create mechanisms to review business metrics, identify opportunities to enhance the customer journey, and drive cost-savings initiatives while serving as the primary interface to external partners and aligning internal teams on optimization priorities.

About the team
Amazon Hub Pickup and Returns Points (PARP) team has the vision to provide every customer, in every geography, a safe and reliable pickup and return location in close proximity to where they live or work. We currently serve millions of customers across hundreds of thousands of locations, including Amazon Lockers, Amazon Counters and 3P Pickup Points. Our goal is to ensure equivalent or better shipping speeds, pricing, and product selection.