Amazon Freight Operations is looking to hire a customer-centric Operations and Support Lead. The successful candidate is a people leader in a fast-paced, dynamic and customer obsessed business. They are able to engage, direct and support a team whose role it is to safely and efficiently create orders and transport customer shipments across the UK and Europe. This leader is responsible for customer outcomes delivered via a multi-contact center environment. The Operations and Support Lead is an experienced people leader who understands customer centricity and operational management and can combine both into a world-class customer offering. We are looking for candidates with experience in leading people in a customer contact environment, with experience in both inbound and outbound communication channels.

Key job responsibilities
• Identify and suggest service enhancements in order to continuously improve the customer offering. Leading small to medium scale projects • Actively manage complaints or escalation, taking ownership for the full life cycle of resolution • Manage and engage with multiple Amazon Freight and Internal stakeholders to ensure the best outcomes for Customers and the business • Work collaboratively with Amazon Freight business units to highlight areas of customer service deviation • Bring associate and Customer perspective to decision-making. Have a strong business acumen with experience of managing key performance indicators • Leverage your people leader experience to guide the team through excellent communication, decision-making, coaching, and personal development planning.

About the team
Network we built for Amazon to deliver freight safely, on time and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazon’s broader flywheel by helping minimize empty miles by bringing in freight that flows complementary to our existing network. Amazon Freight Operations Overview. Amazon Freight Operations (AF Ops) is the Pan- European team that handles Amazon Freight's Shipper Support and Transportation Execution. We are 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 a direct impact on Shipper Experience.