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Role Overview:
As Operations Manager for Amazon's Last Mile Operations, you will lead a team of OTR Managers and their respective teams across multiple shifts, ensuring excellence in safety, service quality, customer experience, and operational productivity. This role requires strategic thinking, strong leadership capabilities, and the ability to drive results through others, and tactical follow ups of actions.

Core Responsibilities:
Lead and develop a team of OTR Managers across multiple shifts
Drive performance management and career development for direct reports
Establish clear performance expectations and accountability
Foster a positive work culture and high team engagement

Operations Excellence:
Drive operational standards across all shifts
Optimize resource allocation across shifts and teams
Develop and implement standard operating procedures
Lead cross-shift improvement initiatives
Manage relationships with senior DSP, and Business Coach leadership.
Ensure operational consistency across shifts

Safety & Compliance:

Champion Amazon's safety culture across all shifts
Ensure compliance with safety standards across teams
Lead safety committees and initiatives
Drive accountability for safety metrics
Develop and implement security protocols
Manage crisis response when needed

Performance & Analytics:

Own station-level KPIs and metrics
Drive data-based decision making across teams
Develop action plans for performance improvement
Track and analyze cross-shift productivity metrics (DPPH, SPR).

Innovation & Process Improvement:

Lead large-scale process improvement initiatives
Implement best practices across shifts
Drive innovation in last mile delivery operations
Manage change initiatives at station level

Shift Management:

Ensure 24/7 operational coverage as needed
Manage shift handover processes
Coordinate cross-shift communications
Balance workload across shifts
Handle escalations across all shifts
Available for all shift operations as required


Key job responsibilities
- Promote a culture of safety and wellbeing
- Analyze and implement corrective actions to make sure quality and productivity are at consistently high levels, and business objectives are met across all shifts
- Support and lead a team and handle administrative work alongside building and supporting a strong team culture
- Analyze performance and suggest process improvements to optimize work and improve customer service
- Promote best practice and continuous process improvements across your team in areas like health and safety and productivity
- Collaborate with other managers to standardize shift processes


A day in the life
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 make sure 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 utilise 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.