Leads a team responsible for escalation management across EU9, ensuring timely and effective resolution of issues related to Amazon Logistics (AMZL) deliveries. Owns continuous improvement initiatives and drives best practices for escalation processes between AMZL, Customer Service (CS), and Delivery Service Provider (DSP) stakeholders, driving consistency, accountability, and operational excellence across regions.

Owns the continuous improvement of escalation management processes, reporting mechanisms, leveraging data-driven insights to identify trends, uncover root causes, and implement sustainable corrective actions. Partners closely with cross-functional teams, in-country DSP teams, and global counterparts to enhance customer experience, reduce repeat escalations, and strengthen compliance with established escalation procedures. Through leadership, stakeholder management, and program execution, ensures escalations are resolved efficiently while driving long-term improvements that mitigate operational and customer risks.

• Manage and develop a team responsible for escalation management across EU9, ensuring timely resolution and consistent execution of escalation processes.
• Serve as the single-threaded owner for AMZL escalation management program execution processes, defining and continuously improving frameworks, reporting mechanisms, and Standard Operating Procedures (SOPs).
• Analyze escalation trends, identify root causes, and lead cross-functional initiatives that improve customer experience, reduce recurring issues, and prevent future escalations.
• Partner with AMZL Operations, DSP teams, and other key stakeholders to resolve complex issues, drive compliance with escalation processes, and deliver operational excellence.
• Deliver actionable reporting, business insights, and recommendations to senior leadership, proactively identifying risks, communicating emerging issues, and driving informed decision-making.

• Experience collaborating with cross-functional teams
• Experience in data analysis and reporting
• Experience managing a team
• Experience in process improvement

• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience in logistics, last-mile delivery, or transportation operations
• Experience leading continuous improvement programs (Lean, Six Sigma, Kaizen, or similar methodologies)
• Experience with stakeholder management across multiple countries or business units
• Demonstrated ability to influence without authority across cross-functional teams