Sr. 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 Sr. Shipper Experience Manager to own the operational relationship with our most complex and strategically important shippers. These are high-volume, multi-faceted accounts with complex supply chains that require a senior operator who can navigate ambiguity, shape strategy, and drive outcomes across organisational boundaries. You'll be the single point of contact from operations for your shippers — but at this level, you're also expected to define the playbook. You won't just follow established processes; you'll identify gaps, design new approaches, and raise the bar for how we manage shipper relationships across the function. You'll influence senior stakeholders, shape OP1 narratives, and mentor junior team members. You'll drive alignment across partner teams, track actions to completion, and hold the network accountable for delivering results. The difference at this level is the complexity of the problems you'll solve, the seniority of the stakeholders you'll influence, and your ability to independently define the right approach when there isn't a clear precedent. You'll need deep supply chain expertise and the judgement to translate that into strategy for your shippers. You'll host business reviews, visit shipper sites, and use data and anecdotes to drive structural change internally. If you thrive in ambiguity and are energised by complex, high-impact customer problems, 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 a Sr. Shipper Experience Manager, we'll look to you to help shape that change and bring the team along with you. Key job responsibilities Portfolio Management & Performance • Own the operational relationship with a portfolio of Amazon Shipping's most complex and high-volume shippers • Independently develop account strategies for your portfolio, defining the approach for shippers where no established playbook exists • Monitor and drive shipper performance across quality metrics including OTP, non-conveyable rates, and damages • Track and drive improvement in safety metrics including prohibited items compliance • Identify systemic trends and root causes across your portfolio — drive alignment with responsible teams, track corrective actions to completion, and escalate where progress stalls Shipper Onboarding • Lead the operational onboarding of complex new shippers, including those with non-standard requirements or multi-site operations • Define and refine onboarding approaches for shipper profiles that fall outside standard processes • Set shippers up for success with clear expectations, SLAs, and tailored operational support Cross-Functional Leadership • Partner with Single Threaded Leaders (e.g. First Mile Cost, Network Planning) to reduce costs and improve outcomes — influencing at a senior level to prioritise your shippers' needs • Collaborate with programme teams to drive shipper adoption of new programmes, providing strategic input on rollout sequencing and shipper readiness • Own planning mechanism intakes for your domain, authoring narratives, aligning with commercial peers, and presenting data to senior leadership • Identify process gaps and propose mechanisms to improve how the Shipper Excellence function operates at scale • Assess whether solutions need to be applied locally or globally — identifying when a shipper problem is systemic and requires a worldwide fix Voice of Shipper • Act as the voice of the shipper at a senior level, influencing cross-functional priorities and resource allocation • Educate senior internal