Job Description

We are seeking an exceptional Shift Manager to lead operations at our reverse logistics site. This role requires a data-driven leader who excels at process definition, execution, and continuous improvement while maintaining a strong people-oriented approach. The ideal candidate will demonstrate capabilities that raise the bar, combining tactical excellence with strategic thinking.
As a Shift Manager, you will oversee the processing of returned items, vendor returns, and asset recovery operations. You'll lead a team responsible for RMA processing, failure analysis, destructive recycling, and vendor management while ensuring compliance with quality standards and operational metrics. This role demands someone who can independently manage complex operations, drive process improvements, and develop high-performing teams in a fast-paced, 24/7 operational environment.
This position requires flexibility to work rotating day and night shifts with 12-hour shift schedules, including weekends and holidays as needed to support continuous operations.

Key job responsibilities
• Lead shift operations for reverse logistics processes including failed gear sorting, RMA/RCA processing, vendor returns, and asset recovery
• Maintain physical presence on the operations floor for up to 12 hours per shift, actively managing workflows and supporting team members
• Establish and optimize workflows, service level agreements (SLAs), and operational metrics to ensure consistent service delivery across all shifts
• Drive data-driven decision making by monitoring dashboards, analyzing performance trends, and implementing corrective actions
• Manage, coach, and develop a team of 40+ associates, conducting regular 1:1s and performance reviews
• Identify and implement process improvements using Lean Six Sigma methodologies and operational excellence principles
• Collaborate with cross-functional teams including hardware engineering, vendors, and internal stakeholders
• Ensure compliance with safety, quality, and regulatory standards across all reverse logistics operations
• Manage vendor relationships, escalations, and communication protocols
• Lead root cause analysis initiatives and drive sustainable solutions to operational challenges
• Provide seamless shift handoffs and maintain operational continuity across day and night operations

A day in the life
This position is designed for leaders ready to operate at the intersection of tactical execution and strategic thinking. You'll be expected to not only manage daily operations but also define metrics, design long-term strategies, and influence stakeholders across the organization. We're looking for someone who can independently lead their team, drive innovation in reverse logistics processes, and demonstrate the data-driven, people-oriented leadership that defines Amazon's operational excellence—all while maintaining operational excellence across demanding 12-hour shifts in a 24/7 environment.

Basic Qualifications

- Bachelor's degree
- Experience in operational logistics/supply chain, manufacturing, transportation, general management or an engineering role
- Experience in people management and team development
- Experience problem solving and root cause analysis
- Experience in warehouse operations and logistics or equivalent
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience with MS Office Professional Suite, including intermediate knowledge of Excel to manipulate and analyze data
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience in communication and presentation skills, both written and verbal in Portuguese & English

Preferred Qualifications

- Knowledge of Lean Six Sigma
- Experience in operations management
- Experience managing inventory in warehousing, retail or distribution setting
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Experience analyzing data to make business decisions
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

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