Amazon

DESCRIPTION

We’re seeking an Hub Account Manager to join our dynamic Last Mile network.

In this team you will be managing acquisition quality, performance KPIs and team of associates, we’re building the future of customer service, as we work towards becoming Earth’s most customer-centric company. This is your chance to make history with us.

About the role:

You’ll be responsible as a manager for one of the main teams, you’ll ensure that all workflows run smoothly and that customer expectations are met, if not exceeded.

In the logistics team you enter and lead, we’ll be entrusting a team of approximately 8-30 associates along with managing big network of stores including acquisition and performance. You’ll drive the training and integration of your team, while motivating and inspiring forward progress. All the while, you’ll exercise sound judgement, making sure progress and KPI targets are worked towards and met.

While you achieve this, you’ll ensure motivation, engagement and performance:

You’ll need to safeguard your team’s safety, promoting Amazon’s Health and Safety standards.

You’ll lead cross-functional teams, tasked with

You’ll uphold Amazon’s high standards of process quality across the network.

You’ll maintain inventory accuracy at stores.

You’ll strive to improve and streamline processes.

You’ll become a subject matter expert on the Hub processes and activities.

You’ll actively share and promote best practices with your colleagues and network.

You’ll lead acquisition effort with the team to meet expansion plans.

Key job responsibilities

• Partnering with OTR Safety and OTR Regional Managers to ensure business safety compliance.
• Guiding ADE's/CTLs as the Hub Program scales and manage operational issues, ensuring they have resources in place to effectively ramp-up operations and prepare for peak period.
• Supporting owners as they onboard to the program and prepare to launch (this will be on the basis of a net new launch only)
• Coach and ensure effective upskilling and utilization of AMZL tools.
• Deep dive to identify customer metric improvement opportunities.
• Champion the consistent application of Last Mile processes within Delivery Stations – challenge UTR processes that impact OTR.
• Coaching Store owners to run compliant, safe and high performing companies (SLS metric deep dive)
• Identifying workflow inefficiencies and working to formulate and implement operational improvements at the network level and to improve the individual Hub Store experience.
• Developing the relationship between Amazon and Hub Stores (Hub sentiment improvements)
• Communication alignment to stores following close collaboration with OTR partners.
• Be the voice of the stores within and represent them within the AMZL business.
• Improve driver standards to protect brand image.
• Work with the ADE's to deliver effective ramp plans and pipeline goals ensuring Store supply is achieved to meet peak volume demands.
• Lead the acquisition effort on ground and ensure meeting expansion plans.

A day in the life

The Hub Account Manager will own the communication with stores and stations, they will support the onboarding of the stores, acquisition, the onboarding of Stores, track quality on the road, etc. They will work closely with stores about quality discussions and reliability discussions and make sure about solving issues UTR teams on issues that impact the OTR metrics.

BASIC QUALIFICATIONS

• Experience with Excel
• Experience analyzing data and best practices to assess performance drivers
• Bachelor's degree
• Experience in Operations

PREFERRED QUALIFICATIONS

• Experience analyzing key open issues and resolution metrics for each of the managed accounts
• Experience deep diving on partner-level issues and delivering recommendations

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.