Marco Massa Email & Phone Number

Italy

Responsible to drive strategy and execution specific to D2AS product pillar, focusing on quality assurance, business metrics, performance management, identifying customer facing solutions and set strategy for the network while implementing the necessary actions across marketplaces. A Key activity is focused on collaborating with stakeholders across the organization and to look for new ways to bring technology into quality assurance. Raising the bar to drive a stronger product centric experience for Amazon Digital, Devices and Alexa Customers working closely with the Product teams and wider D2AS business partners. Key Responsibilities includes:- Work with D2AS Stakeholders to identify Customer/Product/associate experience improvement opportunities and support performance management across regions and languages.- Monitor and report on Quality metrics, deep dive in customer related data and identify trends/root causes in order to draw conclusions and design action plans, and long-term Quality strategy.- Own the development of robust processes to drive continuous improvement.- Liaise with the Project, Program, Training Teams to ensure new policies/processes/products are successfully scoped, rolled out and measured against key metrics. - Provide D2AS Operations with a holistic view of performance and identify the levers which will drive improvements.- Contribute to the development of reporting systems for all levels of the customer journey.- People Management

Cagliari, Sardinia, Italy

Owner of the Digital and Device Operations in Italy, responsible of the direction, coordination, quality and productivity by managing the delivery of support services and operational requirements.People Management Responsibilities:• Carry out supervisory responsibilities in accordance with Amazon.com's policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.• Manage the career growth and development of the CS Manager team by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.Project Management Responsibilities:• Solving complex customer service issues and proactively preventing negative service trends.• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.• Managing workflow, escalations and effectively delegating workload across the leadership team.• Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.• Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.

Cagliari, Sardinia, Italy

Led a team of 6 to 20 Team Managers and up to 400 associates across different countries being responsible of the support of our customer in Italy, France, Spain, Mexico and Brazil. Operational Delivery· Owns the controllable elements of service level delivery· Uses data and insights to prepare metric reviews· Creates operational plans to support peak ramp up and down as well as readiness for business launches· Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes· Builds plans to test and experiment new approaches to service deliveryContinuous Improvement· Leads and participates in Kaizen events to improve the customer and associate experience· Uses data to identify areas of ongoing improvement in how service is delivered· Takes action on issues escalated from within the team, works with the rest of the business to bring issues to resolution

Cagliari Area, Italy

Ireland

Starting UP an Italian Service in Cairo

Education record

Education record