Shift Area Manager, Last Mile

DESCRIPTION

The Delivery Area/Shift Manager is the support for the completely last mile operations within a delivery station. The role is responsible for managing a +20 hourly team, safety metrics, attrition, payroll, shifts, vacations, overtime, and the AMZL OPS metrics; delivery efficiency, number of routes, cost per shipment. Additionally, this role supports purchasing tools, services, and consumables for the station.

The impacts of this position are:

1. Operational KPIs and cost goals in the strategic plan.
2. The overriding goal is to maximize customer satisfaction and, through this, long-term shareholder value.

The Delivery Area/Shift Manager should coach and mentor the process assistants team (hourly) to ensure that performance objectives are met and build positive employee relations and bench strength for the organization. The successful candidate will continuously improve the efficiency of delivery processes and instill a culture of customer obsession, safety, and best-practice sharing. This role also serves as a thought partner with other internal teams like the project team to launch new stations and design new delivery models.

Responsibilities:

1. Create balance between "Work hard" and "Have fun" with associates under scope.
2. Ensure the team execution to accomplish the business goals.
3. Support process improvement activities associated with process inefficiencies and/or new functions currently not performed in day-to-day operations.
4. Processes Mapping activities.
5. Assist in the development, documentation, deployment, and monitoring of the key business processes which support all internal processes of AMZL Mexico.
6. Follow up on the KPIs of operations within the delivery station.
7. Actively support and promote organizational change.
8. Dive deep analysis of KPIs.
9. Support the continuous improvement team, customer service, or other upcoming goals.
10. Measure drivers' performance, discipline, and customer experience service.
11. Internal audits execution.
12. Support and participate in the quality initiatives, process change initiatives, and assist the business to achieve year-on-year improvements within its operating plan.
13. Implement change and/or develop new processes as required to provide the ability to better service Amazon customers, focusing on reducing cost.
14. Implement and develop the delivery stations workflow and metrics according to the standard work and book of processes.

A day in the life:
This role is fully onsite and requires flexibility to work and rotate shifts: weekends, holidays, and/or overnight shifts, and the ability to work overtime both in peak season and as needed.

You'll work shifts and be based at one of our operational sites. Your main focus will be to maintain safety standards within your team and across your site. You'll also monitor and maintain process efficiency. Your days will always include prioritizing routine team management and daily operational tasks, alongside other tasks like individual escalations, process improvement work, and wide-scale operational contingency planning.

Being a key part of the operations team involves working with colleagues in other teams and external partners to ensure we stay on track to meet our customer demands and targets. This will involve analyzing data and performance metrics with leaders in your business area, as well as discussing the operational pros and cons of technical improvements with engineers.

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 many 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.

BASIC QUALIFICATIONS

1. Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
2. Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
3. Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
4. 2+ years of direct management experience for employees and their performance.
5. English Intermediate-Advanced (B2+).
6. 3+ years of employee and performance management experience.

PREFERRED QUALIFICATIONS

1. MBA or similar.
2. Experience using Lean manufacturing methodologies.
3. Previous experience in Project Management.
4. Experience managing department's KPIs and driven results.
5. Bachelor's degree in business, engineering, operations, supply chain, transportation, or related.
6. Logistics Background from Operations environment, preferably from First-Middle Mile Ops.

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 here for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.