Location
London (with options to be based in Manchester or Madrid corporate offices)

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
Are you passionate about improving the customer experience and driving measurable results? We are seeking a Sr. Manager to lead efforts in reducing Concessions within EU Operations. This role focuses on designing and deploying customer-centric solutions that enhance the delivery experience across multiple countries. You will manage large-scale programs, develop and implement process improvements, and drive continuous improvement initiatives to exceed customer expectations.

As part of the EU Quality leadership team, you will collaborate closely with operations, technology, and corporate teams to create and execute a Delivery Experience project roadmap. You will regularly communicate program updates to senior management and engage with VP+ and Director level stakeholders across the EU. The role requires a hands-on operational approach combined with strong leadership skills to influence and deliver results in a complex, fast-paced environment.

Key responsibilities include:
- Developing a deep understanding of customer needs related to deliveries and creating metrics that drive operational change
- Leading complex process improvement initiatives involving cross-functional and international teams
- Managing multiple priorities and ensuring visibility of critical projects to senior leadership
- Building trusted relationships with global stakeholders to define and execute innovative solutions
- Driving best practices focused on customer outcomes and continuous operational optimization
- Owning strategic planning and delivery for high volume events and future growth
- Setting high standards for culture and leadership, including hiring and developing a world-class team

Experience
- Proven experience leading and interacting with cross-functional teams
- Strong background in Amazon Operations or similar operational environment
- Experience managing complex programs and delivering results in a fast-paced setting

About you
- Exceptional leadership and communication skills, comfortable engaging with senior leadership
- Ability to manage ambiguity and multiple competing priorities effectively
- Strong stakeholder management skills with the ability to influence with and without authority
- Customer-focused mindset with a passion for continuous improvement and operational excellence

Qualifications
- Bachelor's degree in Business, Logistics, Business Engineering, Supply Chain, or related field
- Experience in people management and team development preferred
- Experience leading large cross-functional teams is an advantage