Operations Manager, Relay Operational CenterThe Relay Operation Center (ROC) team is seeking an Operations Manager to support Global and Domestic line hauls. In this role, you will be responsible for the overall performance and operation of Inbound and Outbound line-hauls. You will lead a Business Unit (BU) in the Amazon Network and manage a team of Transportation Specialists and Analysts.
A ROC Operations Manager facilitates the flow of information between different stakeholders: Fulfillment Centers, Carriers, Sort Centers, and Delivery Stations. They resolve any potential issues that impact customer experience and delivery performance. They also provide timely resolution to the problem at hand by researching and querying internal tools, making real-time decisions, and having effective communication with the stakeholders.
The ideal candidate possesses the ability to understand issues and drive Customer Experience without compromising times and costs. They have a basic understanding of logistics and clear verbal and written communication skills. They are able to recommend process improvements and have a passion for continuous improvement.
This role requires a balance of operational management, team leadership, problem-solving, and stakeholder communication. The successful candidate will need to be detail-oriented, decisive, and able to manage multiple priorities in a fast-paced environment while maintaining a focus on customer experience and operational efficiency.
Key job responsibilitiesOperational Management:Proactively monitor Line Haul activity to identify, address, and prevent potential issuesDevelop and execute effective service recovery plans as necessaryIdentify and eliminate root causes of defects to drive efficiency in Amazon's Line haul operationsManage the weekly creation of domestic carrier schedules and modify as neededWork within various time constraints to meet critical business needsMeasure and identify activities performed, ensuring service requirements are metTeam Leadership and Development:Support and guide team members to develop their professional skillsSupervise daily audit activitiesData Analysis and Reporting:Present results to stakeholders and perform trend analysis at company meetingsProvide feedback to the Scheduling and Line Haul Management team on operational observationsProcess Improvement:Develop and implement automation projectsSupport continuous improvement initiatives to improve process efficiency and qualityRecommend process improvements and drive them to conclusionStakeholder Management:Facilitate information flow between different stakeholders (Fulfillment centers, Carriers, Sort Centers, and Delivery Stations)Work in a dynamic environment with an ability to empathize with and prioritize customer needsProblem-Solving:Resolve potential issues impacting customer experience and delivery performanceDemonstrate ownership to resolve challenging customer issues, escalating when necessaryDecision Making:Make real-time decisions to provide timely resolution to problemsBalance customer experience considerations with time and cost constraintsBASIC QUALIFICATIONS1+ years of employee and performance management experienceBachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experienceWork a flexible schedule/shift/work area, including weekends, nights, and/or holidaysCan push and pull wheeled dollies loaded with products up to 100 pounds during shiftsSpeak, write, and read fluently in EnglishPREFERRED QUALIFICATIONS1+ years of performance metrics, process improvement or lean techniques experienceAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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