Shipper Experience Manager, Amazon Shipping

Amazon Shipping is building the future of parcel delivery for businesses across the EU. We pick up parcels directly from our shippers' facilities and deliver them to their end consumers using Amazon's world-class logistics network. We're looking for a Shipper Experience Manager to own the operational relationship with a portfolio of shippers. You'll be the single point of contact from operations for your shippers within Amazon Shipping — their trusted advisor and their advocate internally. You'll onboard new shippers, drive performance across your portfolio, and ensure every shipper gets an exceptional level of service. You'll drive alignment across partner teams, track actions to completion, and hold the network accountable for delivering results. You'll partner with Single Threaded Leaders, programme teams, and operational stakeholders to reduce costs, improve quality, and drive adoption of new capabilities with your shippers. You'll need to be a supply chain subject matter expert who can translate complex operational realities into clear solutions for shippers. You'll visit shipper sites, host business reviews at all cadences, and use data and anecdotes to drive structural change internally. If you're energised by working at the intersection of customer experience and operational excellence, this is the role for you. Our team is in a test-and-iterate phase — we're building new processes, refining our approach, and evolving quickly. You'll need to be highly flexible, comfortable with change, and able to adapt at pace as priorities shift and the function matures. Key job responsibilities Portfolio Management & Performance • Own the operational relationship with a portfolio of shippers, acting as their single point of contact within Amazon Shipping • Monitor shipper performance across quality metrics including On-Time Performance (OTP), non-conveyable rates, and damages • Track and drive improvement in safety metrics including prohibited items compliance • Identify trends, root causes, and opportunities using data — drive alignment with responsible teams and track corrective actions to completion • Proactively identify risks to shipper performance before they materialise and drive mitigating actions • Understand shipper volume forecasts and coordinate with the network on peak planning and capacity impact • Understand commercial SLAs and ensure operational delivery against them, closing gaps with partner teams where needed Shipper Onboarding • Lead the operational onboarding of new shippers into the Amazon Shipping network • Set shippers up for success with clear expectations, SLAs, and ongoing operational support • Educate shippers on Amazon Shipping capabilities, processes, and best practices Cross-Functional Partnership • Partner with Single Threaded Leaders (e.g. First Mile Cost) to reduce costs and improve outcomes for your shippers • Collaborate with programme teams to drive shipper adoption of new programmes and initiatives • Provide shipper anecdotes and data to support OP1 intakes and strategic planning Voice of Shipper • Act as the voice of the shipper internally, ensuring your portfolio receives the right level of service • Educate internal stakeholders on shipper needs and use real-world examples to drive structural change • Visit shipper sites regularly to build relationships, understand their challenges, and identify opportunities Business Reviews & Governance • Host Weekly Business Reviews (WBRs) to track performance and address operational issues • Host Monthly Business Reviews (MBRs) to review trends, initiative progress, and strategic alignment • Host Quarterly Business Reviews (QBRs) to present performance summaries, forward-looking plans, and recommendations