Mark MANSOUR
Engineer - Program Manager - Business
35 years old
Driving License
Employed
Open to opportunities
With 12 years of experience as an Engineer and Program Manager in the Aerospace, Naval, Nuclear, and Logistics industry, I am currently seeking new opportunities in management and corporate roles. Born and raised in Casablanca, I have always been passionate about exploring different cultures and have travelled extensively. This multicultural background has honed my ability to adapt quickly, a skill that I have consistently demonstrated throughout my career.
My adaptability has been instrumental in successfully managing critical situations and seamlessly transitioning into new environments and industries. I believe in a management style that blends pragmatism with humility and I thrive on taking on ambitious challenges that require dynamism, efficiency, and creativity.
Being open-minded and multilingual (French, English, Spanish, and Arabic), I strongly believe that growth and personal development occur outside of one's comfort zone. This mindset drives me to continuously seek out new experiences and challenges.
I am enthusiastic about the opportunity to contribute my skills and expertise to a new organization and I look forward to the exciting possibilities that lie ahead.
My adaptability has been instrumental in successfully managing critical situations and seamlessly transitioning into new environments and industries. I believe in a management style that blends pragmatism with humility and I thrive on taking on ambitious challenges that require dynamism, efficiency, and creativity.
Being open-minded and multilingual (French, English, Spanish, and Arabic), I strongly believe that growth and personal development occur outside of one's comfort zone. This mindset drives me to continuously seek out new experiences and challenges.
I am enthusiastic about the opportunity to contribute my skills and expertise to a new organization and I look forward to the exciting possibilities that lie ahead.
EU Senior Program Manager - Last Mile, Driver Lifecycle
AMAZON
Since April 2021
Full-time
Marseille
France
- Amazon is a multinational technology company that focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the world's largest online marketplaces, offering a wide range of products and services to customers worldwide. Amazon's primary goal is to provide customers with a convenient and seamless shopping experience, offering competitive prices, fast shipping, and a vast selection of products. The company also offers various digital services such as Amazon Prime, which provides access to streaming services, e-books, and other exclusive benefits. Amazon has revolutionized the way people shop and has become a dominant force in the global retail industry.
The Driver (DA) Lifecycle department at Amazon EU is responsible for managing the entire lifecycle of delivery drivers who work for the company. This department oversees the recruitment methods, onboarding, training, performance management, and offboarding processes for drivers. The department ensure that drivers are properly trained, equipped, and supported to fulfill their delivery responsibilities efficiently and effectively. The Driver Lifecycle department also handles driver performance evaluations, routing innovation, and feedback management to drive continuous change. The goal is:
- Maintain a high level of driver satisfaction and performance to ensure timely and reliable deliveries for Amazon customers.
- Reduce Attrition rates.
- Maintain a high level of driver satisfaction and performance to ensure timely and reliable deliveries for Amazon customers.
- Responsibilities & Key achievements:
- Ownership of the driver associates exp. and SME for all new EU driver related initiatives
- Develop new methods to create the best in the world delivery experience
- Active role in defining goals, creating a plan (through new programs) to achieve those goals, and driving change together with in-country teams and third parties.
- Creating plans to achieve the innovation goals, and driving change together with in-country teams and third parties.
- Implemented and drive a new KPI worldwide by influencing program, training, content, business analyst and customer service teams.
- Created and supervised an EU roadmap of initiatives to improve driver engagement that reduced EU driver attrition by 16%.
- Ownership of the driver associates exp. and SME for all new EU driver related initiatives
- Management:
- Point of Contact for all driver related initiatives/programs across the countries (UK/IE, FR, DE/AT, ES, IT). Working directly with various stakeholder on the implementation and maintenance of driver related initiatives
- Run trainings for Amazon managers and delivery service providers to increase awareness for driver satisfaction
- Launched an employee engagement program across EMEA which improved “Job stress” by +3% and “Job Satisfaction” by +5%.
- Regularly updated EU VP and Directors on the status of innovation, driver engagement projects and key metrics.
- Point of Contact for all driver related initiatives/programs across the countries (UK/IE, FR, DE/AT, ES, IT). Working directly with various stakeholder on the implementation and maintenance of driver related initiatives