Operations Manager, Relay Operational Center
Tepotzotlán, MEX -
Mexico
Job Description
The 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 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 the basic understanding of logistics and as well as clear verbal and written communication skills. They are able to recommend process improvements and have 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 responsibilities
Operational Management:
- Proactively monitor Line Haul activity to identify, address, and prevent potential issues
- Develop and execute effective service recovery plans as necessary
- Identify and eliminate root causes of defects to drive efficiency in Amazon's Line haul operations
- Manage the weekly creation of domestic carrier schedules and modify as needed
- Work within various time constraints to meet critical business needs
- Measure and identify activities performed, ensuring service requirements are met
Team Leadership and Development:
- Support and guide team members to develop their professional skills
- Supervise daily audit activities
Data Analysis and Reporting:
- Present results to stakeholders and perform trend analysis at company meetings
- Provide feedback to the Scheduling and Line Haul Management team on operational observations
Process Improvement:
- Develop and implement automation projects
- Support continuous improvement initiatives to improve process efficiency and quality
- Recommend process improvements and drive them to conclusion
Stakeholder 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 needs
Problem-Solving:
- Resolve potential issues impacting customer experience and delivery performance
- Demonstrate ownership to resolve challenging customer issues, escalating when necessary
Decision Making:
- Make real-time decisions to provide timely resolution to problems
- Balance customer experience considerations with time and cost constraints
About the team
ROC team is a support area for transportation network at Amazon.
The team is expected to deliver on time and to find creative solutions to daily problems and disruptions.
Basic Qualifications
- 1+ years of employee and performance management experience
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts
- Speak, write, and read fluently in English
Preferred Qualifications
- 1+ years of performance metrics, process improvement or lean techniques experience