Joshua B Jepsen
Seattle,WA
Summary
Analysis driven program and risk manager with over ten of years experience in e-commerce, compliance, and technology. Skilled at leveraging data sets to provide business insights and applying root cause analysis methodologies to drive scalable solutions and mitigate risk.
Overview
12
12
years of professional experience
Work History
Escalation Risk and Compliance Manager
Amazon.com
01.2020 - Current
- Managed data and analytic functions of team to consolidate all data points captured within business and report out through business reports and data visualization platforms for entire organization.
- Improved time savings of 4.5 hours per week, with 100% data accuracy through automation of metrics reporting.
- Developed and led appeals process for federal violations with a success rate of 90% of all submitted appeals.
- Fleet auditor of over 10,000 regulated vehicles and 20,000 drivers with focus on Code of Federal Regulations (CFRs).
Program Manager
Amazon.com
01.2019 - 01.2020
- Managed global escalation launch in five different marketplaces. Program successfully accounted for 100% of all executive escalations with with 95% meeting service level agreement to close.
Executive Seller Relations Manager
Amazon.com
01.2017 - 01.2019
- Managed team of six program managers who use customer anecdotes through highly escalated issues to drive process improvements for customers.
- Developed standard work processes and procedures for associates on how to effectively manage executive escalations which accounted for a 96% success rate against service level agreements.
- Established and implemented trainings for our organization which focused on root cause analysis problem solving techniques. Trainings resulted in 30% reduction on time spent on executive escalations.
Program Manager
Amazon.com
01.2016 - 01.2017
- Review executive level escalations from CEO and VPs within the company, and work with customers who were directly impacted by isolated incidents to rectify problems and rebuild their trust.
- Developed a tracking and reporting mechanism which drove accountability for 100% of all escalation work.
Trainer / Advisor
Amazon.com
01.2014 - 01.2016
- Developed e-training curriculum to support beta launches of new products available to customers.
- Trained, mentored, and managed a team of 10 associates with 92% customer satisfaction.
- Increased service provider conversion by approximately 15% through outreach pilot.
- Developed and maintained database which served as training references for new associates which resulted in 25% reduction in associate escalations.
- Compile weekly analytic reports for leadership teams which focused on contact drivers.
Program Coordinator
Amazon.com
01.2010 - 01.2014
- Facilitate seller improvement meetings, which accounted for 19% increase in vendor compliance.
- Executed transportation rewrite with our primary shipping carrier which had a projected annual savings of six million dollars.
- Facilitated vendor compliance outreach program which accounted for a 30% increase in compliance for vendors using Fulfillment by Amazon platform
- Compiled and analyzed weekly compliance reports for leadership teams.
Education
Masters - Education
City University of Seattle
Seattle, WA2009
Bachelors of Fine Arts - Literature
University of Washington
Bothell, WA2006
Skills
- Data Visualization
- Root Cause Analysis
- Program Management
- Team Leadership
- Public Speaking
- Training
- Client & Vendor Relations
- Microsoft Office
Timeline
Escalation Risk and Compliance Manager
Amazon.com
01.2020 - Current
Program Manager
Amazon.com
01.2019 - 01.2020
Executive Seller Relations Manager
Amazon.com
01.2017 - 01.2019
Program Manager
Amazon.com
01.2016 - 01.2017
Trainer / Advisor
Amazon.com
01.2014 - 01.2016
Program Coordinator
Amazon.com
01.2010 - 01.2014
Masters - Education
City University of Seattle
Bachelors of Fine Arts - Literature
University of Washington
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