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I'm a Senior Program Manager specializing in cross-functional delivery and roadmap execution across EMEA. I connect investigations, governance, and performance management to product and program outcomes, driving measurable improvements in efficiency and customer experience. I build audit-ready governance frameworks, perform rigorous root cause analyses, and draft high-quality, empathetic consumer communications. I partner with Legal, Risk, and Compliance to mitigate financial loss while leading high-performing, multi-market teams through change and continuous improvement.…I'm a Senior Program Manager specializing in cross-functional delivery and roadmap execution across EMEA. I connect investigations, governance, and performance management to product and program outcomes, driving measurable improvements in efficiency and customer experience. I build audit-ready governance frameworks, perform rigorous root cause analyses, and draft high-quality, empathetic consumer communications. I partner with Legal, Risk, and Compliance to mitigate financial loss while leading high-performing, multi-market teams through change and continuous improvement.

Adrien Debray Cork

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I'm a Senior Program Manager specializing in cross-functional delivery and roadmap execution across EMEA. I connect investigations, governance, and performance management to product and program outcomes, driving measurable improvements in efficiency and customer experience. I build audit-ready governance frameworks, perform rigorous root cause analyses, and draft high-quality, empathetic consumer communications. I partner with Legal, Risk, and Compliance to mitigate financial loss while leading high-performing, multi-market teams through change and continuous improvement.…I'm a Senior Program Manager specializing in cross-functional delivery and roadmap execution across EMEA. I connect investigations, governance, and performance management to product and program outcomes, driving measurable improvements in efficiency and customer experience. I build audit-ready governance frameworks, perform rigorous root cause analyses, and draft high-quality, empathetic consumer communications. I partner with Legal, Risk, and Compliance to mitigate financial loss while leading high-performing, multi-market teams through change and continuous improvement.

Available to hire

I’m a Senior Program Manager specializing in cross-functional delivery and roadmap execution across EMEA. I connect investigations, governance, and performance management to product and program outcomes, driving measurable improvements in efficiency and customer experience.

I build audit-ready governance frameworks, perform rigorous root cause analyses, and draft high-quality, empathetic consumer communications. I partner with Legal, Risk, and Compliance to mitigate financial loss while leading high-performing, multi-market teams through change and continuous improvement.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Language

French

Fluent

English

Fluent

Italian

Beginner

Work Experience

Senior Program Manager FR, IT, ES Customer Experience at Amazon

June 1, 2025 - Present

Led multi-market customer experience programs across FR, IT, ES, partnering with Ops, Product, Tech, Legal, and Loss Prevention to deliver roadmap priorities, reduce contact volume, and improve delivery experience. Defined and executed the Delivery Experience roadmap, established KPIs, and enabled real-time visibility into operational health to drive data-driven decision-making at senior leadership level.

Senior Program Manager FR BE Customer Experience at Amazon

March 1, 2021 - May 1, 2025

Led strategic, high-impact projects across France and Belgium to improve delivery experience and customer satisfaction. Owned the FR & BE Delivery Experience roadmap, ensured prioritization and timely execution, built a metrics framework, surfaced pain points from customer data, communicated insights to senior management, and represented the voice of the customer.

FR BE Customer Experience Manager at Amazon

June 1, 2012 - February 1, 2021

Led delivery experience initiatives across France and Belgium; built a metrics framework to monitor delivery performance; managed a cross-functional team, drove process improvements, and promoted continuous improvement to deliver better delivery accuracy and post-purchase satisfaction. Served as the voice of the customer across stakeholders to influence product and operational improvements through governance.

Customer Service Team Manager at Amazon

January 1, 2009 - January 1, 2012

Acted as a liaison between Customer Service and Operations; provided data-driven insights and analysis to prioritize initiatives with the highest potential customer experience impact. Partnered with cross-functional teams to benchmark, design, and optimize processes, forecast impact on volumes, and enable proactive resource planning.

Customer Service Team Leader at Amazon

January 1, 2006 - January 1, 2009

Led teams to deliver improved delivery accuracy and customer service performance. Promoted continuous improvement, process standardization, and Kaizen-driven initiatives, while coordinating with Operations to minimize cross-functional friction.