Central Operations Area Manager - FTC, Central Operations

DESCRIPTION

This is a fixed term contract position

This position offers an exciting opportunity to make history and become a member of a team whose purpose is to solve complex challenges and create unprecedented customer experiences. We’re looking for creative leaders with a passion for innovation, knack for problem solving, and dedication to creating world-class customer experiences.

The Central Operations Area Manager ensures positive interactions between Amazon drivers, third-party companies, and Amazon Operators and delivers on operational objectives. Through the use of tools, management of a team of associates, and coordination with various partners, Assistant Shift managers are accountable for cost, customer experience, and delivery partner experience. In addition, you will be instrumental in developing best practices and standard work for the network. Area Managers will lead a team of up to 25 associates, serving as problem solver and primary escalation point for the team, provide periodic updates to Program Managers about status of the operation or any major escalations, allocate labor and train new associates, drive continuous improvement into our operation, and enforce SOP compliance and SLAs response times.

Responsibilities:

Responsible for last-mile customer experience, last-mile cost, and delivery partner experience.

Use data-driven decision making to achieve daily operational excellence.

Make decisions and execute in a fast-paced environment.

Leverage quantitative analysis to identify best practices that improve customer, cost, and delivery partner outcomes

Develop processes and systems to achieve metrics, often requiring scrappy solutions to temporarily overcome technical limitations. The ability to scale will be critical to all processes

Serve as a problem solver and primary escalation point for the team of associates

Provide periodic updates to Program Managers about the status of the operation or any major escalations, on a daily basis

Develop best practices and standard work. Drive continuous improvement into our operation.

Enforce SOP compliance and SLAs response times, and escalate any deviation from the standard

Maintain a full understanding of workflow and daily metrics goals

Review and update SOPs as required

Ensure work areas remain clean and are properly equipped

Identify and address safety hazards within the work area, and participate in safety initiatives

Provide vacation coverage for Program Managers

Provide direction to the team of associates utilizing independent judgment

Ensure successful area performance, through tracking and reporting metrics

BASIC QUALIFICATIONS

Experience managing people

Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams

Experience using data to influence business decisions

Knowledge of advanced English at CEFR level B2/C1

Bachelor's degree

PREFERRED QUALIFICATIONS

Knowledge of Lean, Six Sigma and Kaizen techniques

Experience in logistics

Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

Experience working in a fast-paced, rapidly changing operations environment

Experience in program management, logistics, operations, supply chain, transportation, or equivalent

Experience leading process improvements

Experience working in a fast paced, quickly changing or international environment

Bachelor's degree or above in Operations, Business, Project Management or Engineering

Experience with SQL and Python scripting

Experience designing or facilitating business review mechanisms

Experience building operational playbooks, standard work, or process documentation

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.