Central Operations Area Manager - FTC, Central Operations

Job description

*This is a fixed term contract position*

This position offers an exciting opportunity to make history and become a member of a team whose purpose is to solve complex challenges and create unprecedented customer experiences. We’re looking for creative leaders with a passion for innovation, knack for problem solving, and dedication to creating world-class customer experiences.

The Central Operations Area Manager ensures positive interactions between Amazon drivers, third-party companies, and Amazon Operators and delivers on operational objectives. Through the use of tools, management of a team of associates, and coordination with various partners, Assistant Shift managers are accountable for cost, customer experience, and delivery partner experience. In addition, you will be instrumental in developing best practices and standard work for the network.

Area Managers will lead a team of up to 25 associates, serving as problem solver and primary escalation point for the team, provide periodic updates to Program Managers about status of the operation or any major escalations, allocate labor and train new associates, drive continuous improvement into our operation, and enforce SOP compliance and SLAs response times.

Responsibilities

- Responsible for last-mile customer experience, last-mile cost, and delivery partner experience.

- Use data-driven decision making to achieve daily operational excellence.

- Make decisions and execute in a fast-paced environment.

- Leverage quantitative analysis to identify best practices that improve customer, cost, and delivery partner outcomes

- Develop processes and systems to achieve metrics, often requiring scrappy solutions to temporarily overcome technical limitations. The ability to scale will be critical to all processes

- Serve as a problem solver and primary escalation point for the team of associates

- Provide periodic updates to Program Managers about the status of the operation or any major escalations, on a daily basis

- Develop best practices and standard work. Drive continuous improvement into our operation.

- Enforce SOP compliance and SLAs response times, and escalate any deviation from the standard

- Maintain a full understanding of workflow and daily metrics goals

- Review and update SOPs as required

- Ensure work areas remain clean and are properly equipped

- Identify and address safety hazards within the work area, and participate in safety initiatives

- Provide vacation coverage for Program Managers

- Provide direction to the team of associates utilizing independent judgment

- Ensure successful area performance, through tracking and reporting metrics