Manager II, Operations, SMD1

Job description

Job Summary

The L5 Area Manager leads a functional area within a Same-Day Delivery (SDD) fulfillment center, overseeing hourly associates across one or more operational paths (Pick, Pack, Stow, SLAM, or Ship Dock). This role owns shift-level performance for safety, quality, productivity, and delivery promise attainment, ensuring customer packages meet same-day and next-day Critical Pull Times (CPTs). The Area Manager balances labor planning, real-time volume management, and continuous improvement to deliver on Amazon's customer obsession in a fast-paced, time-sensitive environment.

Key job responsibilities

Key Responsibilities

Area Responsibilities

Safety Own safety culture for the area; conduct audits, lead Gemba walks, investigate incidents, and drive corrective actions to maintain zero-harm goals

People Leadership Lead 50–100+ hourly associates; conduct coaching, deliver performance feedback, manage attendance, and develop Tier 1 leads and learning ambassadors

Operational Execution Manage inbound/outbound flow to meet CPTs; adjust labor in real time based on volume curves, rate flags, and backlog levels

Quality & DEA Monitor and reduce DPMO (Defects Per Million Opportunities); own stow/pick accuracy, concessions reduction, and delivery estimate accuracy at the area level

Productivity Drive rate performance (UPH) by coaching associates, balancing headcount across stations, and removing process bottlenecks

Labor Planning Build and flex staffing plans using forecasted volume; manage VTO/VET decisions to balance cost and capacity

Continuous Improvement Identify root causes of misses; lead Kaizen events, write bridge write-ups, and implement standard work and SOPs

Stakeholder Communication Participate in shift handoff calls, stand-ups, and bridge reviews; escalate risks to senior leadership with data-backed context

A day in the life

A Day in the Life (BHD Shift Example — 06:00–18:30)

Time Activity

05:45 Arrive early; review overnight handoff notes, backlog levels, and today's forecasted volume and staffing plan

06:00 Shift start — conduct stand-up with associates: safety tip of the day, volume outlook, rate/quality targets

06:15 Walk the floor; verify station assignments, ensure labor is balanced to the volume curve, confirm associates are logged in and productive

07:00 First CPT wave approaching — monitor pick/pack/SLAM throughput on dashboards; flex labor from slower paths to bottlenecks

08:00 Review first-hour rate and quality metrics; coach bottom-quartile performers 1:1 on the floor

09:00–11:00 Manage mid-morning volume surge; coordinate with Ship Dock AM on trailer readiness; make real-time VTO/VET calls based on actual vs. planned volume

11:00 Safety Gemba walk — inspect workstations, PPE compliance, 5S standards; log findings and assign corrective actions

12:00 Lunch rotation management — stagger breaks to maintain throughput during peak CPT windows

13:00 Afternoon CPT push — monitor backlog drawdown, escalate any at-risk CPTs to the Ops Manager; pull problem-solve associates to clear exceptions

14:00 Quality deep-dive — review DPMO dashboard, investigate top defect drivers, coach associates flagged for NME (Negative Metric Events)

15:00 Begin end-of-shift planning — update shift metrics tracker, draft bridge write-up for any missed targets

16:30 Conduct shift handoff with incoming Night shift AM — cover backlog status, open action items, associate callouts, and known risks

17:00–18:30 Complete admin tasks: approve timecards, respond to HR/safety follow-ups, finalize daily performance summary