Senior Distribution Manager, Last Mile Operations

At Amazon, our aim is to be the most customer-centric company on earth. Our customers' experience is influenced significantly by how we fulfil and deliver customer orders. The goal of Amazon’s Last Mile teams is to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class experience through the introduction of pioneering new products and services in the last mile arena.

Delivery Stations are at the heart of Amazon's rapidly growing Operations and Logistics network: they're where we sort and process our parcels to be dispatched. Our Delivery Stations work as smart as they can to continuously delight our valued customers with their products: our top-line vision is to remove all effort on behalf of our end-users, while continuing to exceed everyone’s expectations whenever we can.

A Senior Distribution Manager leads a team of Process Assistants and Delivery Service Partners (DSPs) in daily management of the delivery station, including meetings, training sessions, assigning job duties, and communicating with DSPs including management representatives and their drivers. This role is responsible for ensuring a safe yard place for 700+ parcels daily, more than 280+ properly trained associates, and addressing associate needs so they can focus on their jobs. In addition, one of the most important aspects of this job is to lead change at new launches, 50,000+ deliveries for customers per day, increase customer service levels and create strategies together with stakeholders in order to create a road map to be the best employer on earth.

Job Specifics:

1. This work requires a flexible schedule/shift/work area, including weekends, nights, and/or holidays.

Key Job Responsibilities:

1. Responsible for key metrics including, but not limited to: Safety Metrics, On-The-Road Metrics, Under the Roof Metrics, and Cost Metrics including lead savings projects.
2. Responsible for goals in an area where the strategy may not yet be defined. This manager establishes workflows, SLAs, and operational excellence mechanisms at the site.
3. Customer and quality performance metrics: Safety, Driver, Productivity, Quality, Delivery, Cost and develop detailed plans for improvement in the metrics based on the operating vision and current performance standards with Continuous Improvement and Delivery Service Partners.
4. Participate in all leadership routines including Daily, Weekly, Monthly and Quarterly Business Reviews (DBR, WBR, MBR & QBR).
5. Lead the implementation of new processes and improvements (including benchmarking process standards).
6. Weekly operational planning including manager’s roster, labor model, volume delivery, IT and non-IT 4M, preventive maintenance and breakdown review.
7. Associate Connect: Connect 1:1 with a few associates daily and address barriers.
8. Coordinate with support functions for all change management/site improvement initiatives.

A day in the life: You’ll be based at one of our operational sites. Spending lots of time on site will help you develop your team and collaborate on operational planning. This role has two sides. You’ll manage and motivate a team of leaders while focusing on long-term objectives. This includes creating contingency plans to keep operations running and mitigate against disruptions and driving initiatives that boost quality, safety, and productivity. You’ll be a source of accountability and a business-wide champion of best practice.

About the Team:

Amazon Logistics, or AMZL, handles ‘last mile’ delivery duties in partnership with third-party distribution businesses. We utilize creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions for our newest concepts, like Amazon Fresh, Prime Now, and Amazon Restaurants.

There are two sides to what we do. Our ‘under the roof’ associates process millions of products for dispatch to our delivery teams. Our team is people-focused and supportive, particularly as lots of our people work through the night. We focus mostly on operations, with 24/7 shifts in most of our locations.

Meanwhile, our ‘on the road’ people work with Amazon Flex - a network of delivery contractors. Every year, we continually raise the bar for customer experience with new, innovative delivery services. We look for new ways to overcome industry-wide logistics challenges and new ideas to reduce our carbon footprint, supported by a portfolio of cutting-edge vehicles (including Electric Vehicles) and technology to help us do just that.

Minimum Requirements:

1. Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
2. 7+ years of general experience.
3. Fluent in English and Spanish, both written and verbal.
4. 5+ years of employee and performance management experience.
5. Solid understanding/background from Last mile operations is highly appreciated.
6. Solid experience using and implementing Lean Manufacturing tools.
7. MBA or related.
8. Previous experience leading programs or projects End to End.