Senior Program Manager with a Leading Global Internet Retailer
This rapidly-growing and globally recognised retail powerhouse offers a creative, fast-paced, and entrepreneurial environment for hard-working people. The business is currently looking to grow their team to support the growth of a new, industry-specific offering in the UK.
The team is innovating in the Operations and Logistics space and is looking for a driven and entrepreneurial Senior Manager to join their shipping business team, leading the customer claims management program.
You will develop strategies for raising the bar on customer obsession while implementing improvements to claims management processes, closely related to tracking and delivery experiences. This position will work collaboratively with cross-functional leadership on product, logistics and finance to build, sustain, and grow the vision for our customer claims management program. You will be responsible for inputting into claims automation workflows, intake standards, building processes to maintain a high bar for customer obsession, implementing processing standards and escalation paths, managing claims escalations, and building an audit program.
As a key leader in a rapidly growing logistics business, you will become the subject matter expert across all claims related queries, defects and tech improvements. The optimal fit for this role will be a candidate wanting to roll-up his or her sleeves, dive into a challenge, develop a solution and path forward, and convince senior management that their solution is the best one. This will be a high visibility role, meaning that the optimal candidate will be comfortable driving critical business decisions in fast paced, high pressure, and often ambiguous environment. A successful candidate will be customer focused, highly analytical, resourceful, a big thinker, a strong writer, and able to operate at all levels of the organisation.