Manager, Last Mile Operations , Last Mile Analytics And Quality - Locations Program

Operations Manager

We are seeking an experienced operations manager with core responsibility of leading teams and supporting key audit programs within Last Mile Analytics and Quality (LMAQ). LMAQ is an integral part of the Lastmile ecosystem that obsesses over customer and driver experience and maintains a high bar for Amazon's global last mile delivery network.

Key Responsibilities:

• Lead a multi-layered team and establish mechanisms to achieve operational goals (quality, SLA, productivity etc) and partner with the Program teams to achieve business goals. Own business updates for the span.
• Motivate and engage the team through effective listening channels and action plans and establish proper performance management processes.
• Establish metrics measurement and reporting through review mechanisms and manage process performance through tactical and strategic solutions.
• Ownership of hiring, staffing, training and knowledge transfer to execute business plans.
• Think long-term and establish scalable/modular processes to manage business change, conduct pilots and support expansions.
• Manage complex problems, decisions, and escalations and find a path forward in difficult situations.
• Makes trade-offs: short vs. long-term and mitigate risks by establishing robust process controls.
• Proactively identify tool and system requirements that reduce operational defects.
• Ensure impact and benefit driven prioritization of process excellence projects.
• Work with inter-functional teams to streamline processes. Identify opportunities and drive process excellence along with Program and Tech teams.

A Day in the Life:

The ideal candidate will be organized, detail-oriented and track and clearly communicate progress. Candidate contributes to driver-focused projects by proposing enhancements to tools and works on continuous improvement of business processes. Addresses team pain-points and sets them up for success. Is a self-starter, sets vision and manages teams and sets clear goals for team performance management. The person has a proven track record of driving process excellence. Knowledge or experience in Six sigma, LEAN, DMAIC, Kaizen and/or statistical process control projects is a bonus.

About the Team:

Driver Lifecycle Programs team is a critical part of the last mile ecosystem that supports the E2E driver lifecycle across all delivery channels to ensure driver safety, earn trust, and enhance customer experience.