At Amazon India, to achieve our mission to be the most customer-centric company on earth, and provide our customers with the best experience possible, our goal is to deliver each package, no matter how large or small, to our customers when and where they need them, as quickly, accurately and cost-effectively as possible, and through a choice of innovative delivery options. Our network of drivers and delivery service providers is growing rapidly, and to support this growth we are looking forward to ER Specialists to join a newly formed Driver Relations Team.
The central objective of Amazon's Driver Relations team is to ensure treatment of drivers is fair, respectful, and consistent with our framework of core business values and objectives. The individual will be responsible to drive agenda of creating a positive driver relations climate that supports safety, capability, engagement and a high performance, customer-obsessed culture. The candidate will possess the ability to complete high volumes of tasks with minimal guidance or supervision and deadline sensitivity. As such, the candidate must be skilled at anticipating problems, creating contingency plans, managing multiple priorities, problem solving and organizing logistics.
A day in the life
- Leverage a deep understanding for the breadth of challenges drivers face to prioritize programs and investments that will measurably improve their experience
- Work across program, product and tech teams to standardize driver impacting initiatives and implement mechanisms to continuously improve the driver experience.
- Own end-to-end analysis and study quantitative and qualitative data from multiple sources to identify trends that can be used to highlight important aspects.
- Connect with drivers in person / virtually and understand their experience in terms of what’s working well and what needs improvement. Identify the issues / concerns that need to be resolved. Document the responses received in prescribed format.
- Work with Action owners to ensure timely closure of all issues identified.
- Prepare consolidated reports with ER and Business Program teams for Leadership Reviews
- Should be able to travel to sites inter/intracity for driving proactive voice listening mechanisms.
- You apply employee and labor relations best practices to support defined strategies and address business needs. You learn to identify root-cause risks (e.g., employee experience, legal and/or compliance issues, reputational risk) and trends
- Partner with relevant stakeholders to drive OTR engagement initiatives.
- Partner in driving the ER capability building agenda for respective business/PXT teams.
- Implement employee surveys and questionnaires; help in analysis based on survey results.
- Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience
- Knowledge of Microsoft Office products and applications
- Experience in conducting investigative work, including claimant, witness, and target employee interviews, investigative data analysis, and production of investigative documentation
- Experience developing policies and supporting documentation
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- Successful record of creating, improving and executing programs at scale
- Have attention to detail, able to juggle and prioritize multiple tasks simultaneously while delivering on commitments
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.