Supply Chain Manager - Driver & Carrier Experience, ATS, Relay Supply & Performance

Description

Driver & Carrier Experience (DCX) improves how carriers and drivers experience Amazon's EU freight network. We connect customer feedback with the journeys, processes and products behind it. We then help partner teams decide what to change and check whether the change worked.

As a Supply Chain Manager, you will own DCX's view of the carrier and driver support journey. This journey starts when someone needs help. It covers self-service, assisted support, resolution, feedback and recovery. You will combine customer feedback with support and freight data. This evidence will show where the journey creates unnecessary effort or fails to resolve the customer's need.

You will work with a large operations group, its quality team and its product team. You will turn customer evidence into clear requirements and help partners prioritise improvements. Partner teams will own delivery. You will define how success should be measured and confirm whether the result improved the customer experience.

This role requires sound judgement and experience improving supply chain processes. You must also be able to influence teams that you do not manage. You will turn unclear customer problems into clear plans, decisions and measures.

Key job responsibilities
- Own and improve the carrier and driver support journey across self-service, assisted support, escalation and resolution.
- Combine customer feedback with support and freight data to find the highest-impact problems.
- Partner with quality teams to connect internal measures with customer effort, resolution and sentiment.
- Identify which process, policy, communication or product defects create avoidable support demand.
- Work with operations and product teams to define the affected customers, baseline, expected outcome and success measure.
- Influence roadmaps and process priorities through clear evidence, recommendations and business cases.
- Maintain an improvement portfolio with named owners, decisions, milestones, risks and post-launch measures.
- Confirm whether delivered changes improved customer behaviour, resolution quality and sentiment.

A day in the life
You begin by reviewing support data and notice an increase in repeat contacts after a transportation event. You compare the support records with carrier and driver feedback. This helps you identify whether the problem began in an upstream process, self-service tool or assisted resolution.

You meet with the quality team to compare its audit results with the customer evidence. Together, you identify a gap that needs further review. You then work with a product team to define the customer requirement and the post-launch success measure.

Later, you update the improvement portfolio and prepare a short leadership narrative. It explains the customer problem, evidence, accountable owner and requested decision. It also explains how DCX will determine whether the change worked.

About the team
Driver & Carrier Experience improves the experience of the carriers and drivers who move Amazon freight across Europe. We turn customer signals into insight and connect that insight with business outcomes. We work through partner teams to deliver measurable change.

We are not a reporting function, and we do not take operational ownership from partner teams. We identify the customer problem, quantify its impact and bring it to the right decision-makers. We then confirm whether the resulting action improved the experience.

DCX is a small, senior and delivery-focused team. We value rigorous analysis, clear ownership and practical mechanisms. We choose our work by customer and business impact, not by how easy the fix is.

Basic Qualifications

- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience in defining and implementing process improvement initiatives using data and metrics
- Experience in supply chain
- Experience defining program requirements and using data and metrics to drive improvements

Preferred Qualifications

- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience leading process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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