The Amazon Logistics EU Deliver Service Partners (DSP), Engagement and Escalations team owns all EU wide initiatives in Driver and DSP engagement and escalations. Our team provides the global Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders, while protecting customer experience.

The Senior Investigator Manager will carry out critical driver incident investigations and establishes, expands and standardizes our team's internal investigation processes. The driver Incident Escalations process is to ensure fair and respectful treatment of drivers. You contribute to re-active critical cases but also future pro-active incident mitigation. This is a position that engages directly with leadership across AMZL (DSP Management, DSPs, Legal, PR, Audit & Compliance) to mitigate impact by developing tactical action items and driving them with internal stakeholders.

Your role and responsibilities:
• Investigate complex or critical claims;
• Collaborate with Senior Leadership across organization to resolve case; • Analyze data from various internal systems; propose remedial action based on investigation findings; production of completed investigation documentation; • Ensures compliance with internal policies;
• De-escalates risks to keep positive partner and employee relations;
• Regularly perform quality audits on cases investigated by junior investigators;
• Build processes to develop investigation practices.

The role can be based in Barcelona, Madrid, Berlin, ,Munich, Amsterdam, Milan, Paris, Istanbul, London or Luxembourg.

BASIC QUALIFICATIONS

· Fluent in English and German or Dutch
· Bachelor degree
· Experience in program management or executive escalation management
· Experience in writing summaries of impact, status, and next steps for root cause analysis and resolution
· Experience in working with stakeholders from different teams including high seniority

PREFERRED QUALIFICATIONS

· Master Degree in Law/Auditing field.
· Experience in employment law, labor relations issues and human resources.
· Experience in managing projects and/or case management and/or process improvements
· Master Degree in Law/Auditing field or logistics