Manager, Operations, ROC, ROC Equipment (EQP)

Relay Operations Center (ROC) Role

Relay Operations Center (ROC) is the central command and control center for 'Transportation Execution' across the Amazon Supply Chain network supporting multiple geographies like NA, and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon facilities and to carrier hubs. In case of any exceptions, ROC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. In addition to this tactical problem solving, ROC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, ROC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon's ability to serve its customers on time.

Key Job Responsibilities

Manages daily operational execution of regional equipment operations, focusing on asset pool management, trailer utilization, and performance metrics. Leads front-line operations teams while maintaining service level agreements (SLAs) and operational excellence. Key responsibilities include:

• Coordinates headcount allocation and scheduling to optimize coverage during peak periods
• Developing and/or referring to performance metrics to drive team performance and business results
• Develops and implements scalable solutions for operational challenges
• Monitors and maintains SLA performance metrics for regional equipment operations
• Creates and maintains standard operating procedures (SOPs) for team processes
• Provides real-time operational support and problem resolution
• Manages team performance, development, and cross-training initiatives
• Supports execution of regional availability goals and defect management
• Contributes to process automation and improvement initiatives
• Coordinates with Regional Capacity Sourcing Team on capacity demands
• Ensures compliance with established procedures and quality standards
• Identifies and implements efficiency improvements in workflows
• Partners with stakeholders to resolve escalations and operational issues