Job Description

Amazon is looking for a motivated individual for the profile of ACES (Amazon Customer Excellence Systems) Program Manager for its AMET operations team. The candidate should enjoy getting their hands dirty, and looking around the corners for solutions with the aim of optimization of OTR operations in Amazon’s last mile delivery stations.

As an ACES (Amazon Customer Excellence Systems) program manager, you will be the subject matter expert for UTR and OTR operations driving capacity enhancements and utilization improvements in both.

You will be a subject matter expert on routing and sortation operations and accountable for RUBL60 and sort grid utilization metrics. You should be able to think big to solve complex problems with simple and practical solutions by developing a deep knowledge of the operation processes.

This role calls for an individual who can own all aspects of how transportation impacts customer experience, shipper experience and operator experience; monitor metrics, determine, then drive any initiatives necessary to improve it. It requires an individual to showcase judgement and decision-making skills to balance customer experience with financial impact. This position offers a broad exposure to various business, financial, and technical teams within Amazon.

The successful candidate will be a person who enjoys and excels at dealing with ambiguity and design and define products/programs with little information. He / She will have excellent written and verbal communication skills, the ability to create and sustain urgency, and a proven ability to lead cross-functional projects including communication across all levels and teams in the organization: senior leaders, technical teams, finance, business, and operations leaders.

Key job responsibilities
As UTR and OTR capacity SME, you will responsible for:
- Driving (accountable) RUBL60 and Sort Grid utilization metrics across MEATR region.
- Invent solutions to solve complex business problems.
- Provide corresponding tools to support Central Ops.
- Build mechanisms and monitor RUBL60 and Bag utilization metrics on a daily basis. Identify root causes and corrective/preventive actions for misses.
- Discuss trends and unusual behaviors of the RUBL60 and bag utilization metric.
- Provide sustainable solutions and effective guidance across the organization.
- Leverage route planning metrics to define, characterize areas of improvement.
- Collaborate with Tech/Science teams to enhance route planning systems.
- Aim to produce routes that are efficient and maximize the time utilization without impacting drivers' workload.
- Influence Route Planning teams to build models that generate fair, sustainable, and efficient delivery routes.

Basic Qualifications

- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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.