Description At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. Amazon Operations Operations is at the heart of Amazon business. We are known for our speed, accuracy and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. In these key roles, you’ll come in to help us exceed productivity goals and deliver against our customer promises. Our scale is expansive and our presence is growing. Our goal is simple: to offer the world’s greatest selection of products and services with the world’s best customer experience. We are seeking an Operations Manager to lead one of our Delivery Stations. Your responsibilities: - Managing an environment concerning the delivery of Amazon orders direct to our customers, subject to ever rising volume and complexity, operating on a 24/7 basis - Managing day-to-day relationships with multiple Delivery Service Providers (DSPs) - Driving operational goals and metrics for your Delivery Station. Communicating the vision to your team - Presenting operational metrics regularly to the senior leadership team - Problem-solves for closing gaps between performance and goals - Hires and develops top talent. Creates and implements a talent plan for the site including talent acquisition, performance and career management, learning and development, succession planning, and employee engagement - Works with key business partners such as Transport & Sortation, DSP Management, Finance, Loss Prevention, IT, HR, ACES and Engineering Key job responsibilities The Ops Manager, leads an operation for +30k packages. Manages On-The-Road execution encompassing to Delivery Service Partners, and Drivers on route and develops strategies to streamline these operations. Leads a team of 7 managers and +100 Associates, being the owner of solving complex problems and making key decisions and escalations on behalf of their team. Fosters a Culture of Safety. Responsible for protecting service levels monitoring and improving drivers and associates performance. Assembles the right team, assigns the tracking strategy, and controls the operation to ensure timely and successful Last Mile delivery. - Responsible for key metrics include, but are not limited to: Safety Metrics, On-The-Road Metrics, Under the Roof Metrics and Cost Metrics including lead Savings projects. - Responsible for goals in an area where the strategy may not yet be defined. - Establish workflows, SLAs, and operational excellence mechanisms at the site. - CX&Q performance metrics: Safety, Driver, Productivity, Quality, Delivery, Cost and develop detailed plans for improvement in the metrics basis the operating vision and current performance standards with ACES and DSP. - Participate in all leadership routines including DBR, WBR, MBR. - Lead the implementation of new processes and improvements (including benchmarking process standards). - Weekly operational planning including manager’s roster, labor model, volume delivery, IT and non IT 4M, preventive maintenance and breakdown review. - Associate Connect: Connect 1:1 with few AA’s daily and address AA barriers. - Coordinate with support functions for all change management/ site improvement initiatives. A day in the life This manager will be responsible for key metrics include, but are not limited to: Safety Metrics, On-The-Road Metrics, Under the Roof Metrics and Cost Metrics including lead Savings projects About the team Responsible for goals in an area where the strategy may not yet be defined. Establishes workflows, SLAs, and operational excellence mechanisms at the site. Sets the standard for effective Delivery Station management and is well versed in industry practices and technologies. Has a deep understanding of the business priorities and customer needs, and can proficiently translate those needs into the right solutions. Brings Operations perspective to decision making with strong business acumen (understands contribution to the business and partners with finance for cost-benefit analyses). Broad experience across functional and technical areas, designing, developing, deploying, and maintaining large-scale operations. Basic Qualifications - Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience - 7+ years of general experience - Solid understanding/background from Last mile operations - English and Spanish Fluency - 5+ ears of experience as People Manager Preferred Qualifications - 1+ years of performance metrics, process improvement or lean techniques experience - Solid understanding/background from Last mile operations is Highly Appreciated. - Solid experience using and implementing Lean Manufacturing tools. - MBA or related. - Previous experience leading programs or projects End to End 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.