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Description

This is a fixed-term position for 12 months. The role will involve managing operational disruptions, driving operational excellence and maintaining Amazon's high standards for quality, safety, and productivity within the Relay Operations Center (ROC). The Operations Manager will own the end-to-end delivery of remote gatehouse operations across a network of 25+ EU sites, ensuring 24/7 execution of check-in and check-out transactions through a team of 60+ Remote Associates operating across three shifts. The role is accountable for maintaining Program metrics while supporting the continued expansion of the Relay Gatehouse Management (RGM) program through new site launches and technology deployments.

The role may also involve leading and developing a team of hourly associates as the program grows, including overseeing managers responsible for shift-level performance management, training delivery, and technical escalation resolution.

Key job responsibilities
- Manage, coach, and develop a team of managers and Remote Associates, scaling with program growth
- Manage operational disruptions and serve as the primary escalation point across 25+ remote gatehouse sites
- Stakeholder management across EU ToM Yard Automation, Finance, WFM, and ACES, leading weekly calls.
- Drive performance through data-driven decision making.
- Ensure compliance with safety policies, manage incident investigations, and enforce approved SOPs
- Execute daily operations including staffing, scheduling, and workflow management across three shifts
- Conduct performance reviews, provide weekly feedback, and manage associate development through structured coaching plans
- Partner with HR and WFM on hiring, talent management, and recruitment pipeline execution
- Implement and maintain standard operating procedures, ensuring compliance verification before new site launches
- Lead continuous improvement initiatives including NBI process, launch playbook standardization, and technology deployments
- Support peak season planning and long-term headcount planning aligned with transaction volume growth


A day in the life
A typical day starts with reviewing overnight performance and resolving any open escalations. You'll conduct shift handovers with managers, review real-time KPIs, and ensure staffing coverage across all active sites. Throughout the day, you'll lead or attend business calls, align on headcount, engage stakeholders on site launches requests, and monitor Slack channels for live operational issues. You'll hold 1:1s with managers for coaching plans and development, review quality, and drive progress on initiatives. No two days are identical — you'll shift between real-time problem solving, long-term planning, and people development depending on operational demand

About the team
This role sits within the ROCaaS (ROC as a Service) of the ATS org. Amazon can not deliver at pace without the Amazon Transportation Service (ATS) team. As part of ATS, you’ll be welcomed into a diverse team that plays a central role in our success. Using air, sea and road transport, as well as sortation centers equipped with the latest technology, you’ll help Amazon’s transport run at maximum efficiency. Our team captures data and uses it to drive decisions. They are key to making Amazon more innovative and efficient. We put safety first as our people are our priority. And we use the expertise of our people to get packages to their destination – quickly, conveniently and sustainably.

The ROC team (Relay Operations Centre) is a world-class Command and Control Center capable of detecting and solving disruptions to the Amazon end-to-end supply chain before they ever impact our customers, shippers, carriers, drivers or our cost structure. More specifically with ROC, ROCaaS (ROC as a Service) is an organizational structure and service model offered to help non-ROC teams launch new programs and initiatives. ROCaaS provides the proximity to transportation business and the necessary organizational structure to enable these teams to "lift off" their new efforts.