Sr Process Manager, EU Trust & Safety, Conduct Escalations & Execution
Amazon.com
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.
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.
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