Support & Ops Specialist - German, AF

Support & Ops Lead

We are looking to hire a motivated, highly committed, and customer-obsessed Support & Ops lead to develop and manage a team of associates to deliver best in-class service to our customers. The Support & Ops lead is a highly visible people leader in a fast-paced dynamic and customer obsessed business. They will own and drive customer experience and service for Amazon Freight shippers across the Pan-European region. They are an expert in leading process development and improvement from scratch and being able to bring structure into a newly formed team. They are able to engage, direct and support a team of shipper support specialists in deep-diving data, generate insights and provide support to shippers at the highest standard. They will use their analytical skills to ensure all the customer metrics are at the highest standard, resolve defects and gather both internal and external customers feedback to drive continuous improvement. They will effectively collaborate and communicate performance with the product, program, operations, and Customers and Operators Excellence Team.

Key job responsibilities:

• Independently identify up-stream and down-stream operational problems and step in to resolve them before they become customer impacting.
• Lead a team of Customer support associates to effectively drive a best-in-class service to our customers.
• Bring a department and company-wide perspective to decision making and have 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.
• Assess processes and identify pain points to improve the customer journey and operational efficiency.
• Engage with multiple Amazon Freight, external stakeholders to ensure process improvement.
• Confidently manage customers and internal escalations, showing empathy, and taking ownership for the full life cycle of resolution.
• Prioritise competing projects across an entire group or department, or a major piece of a larger cross-functional project.

Basic qualifications:

• Completed Bachelor's degree from an accredited university in business, economics, statistics, finance, or any other field that uses quantitative analysis
• Demonstrated team-building skills within own team or across other teams
• Relevant experience in analysing quantitative data effectively to drive decisions
• Ability to handle multiple priorities and work independently in an often times ambiguous environment
• Demonstrated skill in developing and implementing new processes and driving improvement
• Demonstrated skills in managing
• Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment
• Sound business judgment, proven ability to influence others, and operational know-how