XL Operations Center Lead en Barcelona

Do you enjoy breaking down and solving complex problems for the benefit of a quickly expanding customer base? Do you want to be part of a newly formed organization that is designing and launching new delivery models across EU? If so, we are looking for an experienced Program Manager with a strong track record of achieving results.

AMXL owns the customer experience for large, heavy and bulky products, including special handling for items such as televisions and couches. AMXL consolidates fulfillment center operations, transportation, delivery stations and last mile delivery of large an bulky products. This role is an opportunity to jump on board a fast-growing and agile business laser-focused on delivering excellent customer experiences in the complex heavy-bulky space.
This Program Manager has significant impact on the customer experience by directing their data based findings to leaders who can drive action and ensuring that negative experiences are minimized. The ideal candidate will have a passion to optimize and solve for the best customer experience, a proactive problem solver, remain flexible to changing priorities and able to influence across business lanes. Our ideal candidate thrives in a fast-paced environment, relishes working with large transactional volumes and enjoys the challenge of highly complex business contexts (that are typically being defined in real-time), and, above all else, is a passionate about data and analytics.
Key Responsibilities include:
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· Owns and manages AMXL network’s Customer Experience (CX), to ensure the best customer experience is provided and to revolutionize the experience of customers by developing customer centric ideas.
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· Drives processes that are built to deliver packages on time in the fastest possible manner.
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· Control promise systems that influence output metrics
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· Monitor and protect end-to-end customer journey from external influences and drive metrics performance improvements on and beyond committed targets.
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· Define and execute the strategy for cross country CX programs. Identify and analyze data to isolate issues, develop solutions and prioritize opportunities.
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· Create concise and compelling written business proposals that describes solution, impact and recommendations for senior leadership.
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· Identify opportunities and drive experiments with stakeholders to reduce defects structurally and validate benefit .
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· Must be flexible to work a variety of hours as business demands, including weekends and holiday

· Bachelor’s degree in Computer Science or related technical field
· Professional experience working Supply Chain or Customer Experience environment
· Experience on writing queries SQL/ETL database
· Experience creating KPIs or benchmark metrics
· Fluent in English and one other European language

· MBA, MSc or MEng (Logistics, Supply Chain, Engineering, Mathematics or equivalent)
· Experience creating queries using SQL or Python.
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