- Led Carrier Experience Programme in EU for Amazon Transportation, defining yearly strategy and 3-year vision plan, goals and KPIs. Defined and led end to end projects to meet these goals. - Worked with change management and cross-functional stakeholders in global large scale projects impacting Customer Support, Product and Operations.- Led the implementation of communications, Marketing automation and CRM solutions to enhance global onboarding and retention plans.- Supervised the regional implementation of Product Experience and Digital Adoption solutions, while actively collaborating with product teams to enhance customer sentiment analysis and customer behaviour tracking for Amazon Transportation products.- Focused on process & product continuous improvement, data-driven decision-making, and fostering strong partnerships and trust to enhance overall Carrier Experience and Performance.

- Led strategic initiatives to optimize Carrier Onboarding, Enablement and Carrier Engagement to ensure Customer Success.- Directly onboarded +800 new carriers and daily managed a portfolio of +300 carriers.- Implemented innovative growth and retention plans for external partners in sustainable transportation projects.- Drove root cause identification, actions and reporting through dashboards to ensure carrier liquidity targets.- Worked with technical, product and marketing teams to enhance Amazon transportation products for carriers.

- Worked with Change Management driving crisis management plans (COVID-19).- Drove cost-saving initiatives and optimized shipping methods to align with company’s strategic goals.- Standardized naming conventions and warehouse node configuration for +100 Amazon sites in EU.- Supported Network Configuration for new Amazon site launches across MEU region.

- Led and mentored a 12-member operations team to support Amazon’s capacity planning.- Successfully onboarded and trained a team of 24+ across customer support and operations to support carriers and Amazon sites, meeting Amazon's service level agreements and parcel delivery accuracy targets.- Delivered cross-regional transitions of new operating models, defining SOPs, training plans and KPIs across EU sites. - Led the implementation, testing and background logic optimisation of a new operations management tool for operations teams in EU reducing transport disruptions missed and disruption average handling time.- Analyzed KPIs to identify service gaps and implemented innovative solutions to boost operational efficiency.

- Worked as main POC across carriers and warehouses through detailed monitoring, creative problem solving and efficient transportation operations and capacity solutions.- Led continuous improvement projects on Carriers Performance and reduction of Transportation Network scheduling defects.- Directed a successful brand-new project to deliver robotics equipment to a new warehouse, from planning, budget management, contract negotiation, KPIs, and post-mortem analysis.