SWA Performance Manager

Who you are

• Bachelor's degree or equivalent qualification in business, operations, logistics, supply chain or a related field
• Experience working cross-functionally with tech and non-tech teams, including operations
• Experience defining program requirements and using data and metrics to determine improvements
• Speak, write, and read fluently in English
• Experience in business analytics with demonstrated proficiency in quantitative analysis using SQL, databases, and Excel in a business environment
• Experience using Excel and querying relational databases with SQL (or other query language), and working with large complex data sets to design models and scenarios

What the job involves

• We are looking for an experienced, data-driven Performance Manager to join the EU Ship with Amazon (SWA) Performance team. In this role, you will own and drive Delivery Estimate Accuracy (DEA) performance across SWA's scaling and emerging fulfilment programmes — including Easy Ship, Direct Fulfilment, and Cross-Border
• These programmes represent some of the fastest-growing and most complex areas within SWA, each with unique operational models, promise-setting challenges, and multi-stakeholder dependencies
• You will be responsible for defining, measuring, and improving DEA outcomes for customers served through these channels, working backwards from the customer experience to identify structural gaps and drive sustainable solutions at scale
• Own DEA performance for Easy Ship, Direct Fulfilment, and Cross-Border programmes across EU, setting targets, monitoring trends, and driving root-cause analysis on misses
• Identify and resolve structural gaps in promise accuracy — including C2P-to-C2D alignment, padding strategies, and coverage configurations unique to each programme
• Partner cross-functionally with Product, Tech, Operations, Commercial, and Transportation teams to influence roadmaps and prioritize initiatives that protect and improve the customer delivery experience
• Build scalable mechanisms (reporting, alerting, escalation frameworks) that enable proactive management of DEA as these programmes scale in volume and geographic reach
• Lead deep-dive investigations into emerging performance issues, translating complex data into clear narratives and actionable recommendations for senior leadership
• Represent scaling programmes in WBR/MBR forums, bringing data-backed insights and advocating for investment where DEA risk is highest
• Influence programme design by embedding delivery performance considerations into new launches, expansions, and operational model changes from the outset