Operations Program Manager

Job summary
Have you ever ordered a product on Amazon websites and when the box arrived wondered how you got it just as promised, what it cost Amazon, and what kinds of systems & processes must be running behind the scenes to power the whole operation?

In the NA Direct Fulfillment (DF) team our wildly important goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered as fast as feasibly possible, safely, on time, in full...every time. To do this, we have to continually innovate in our supply chain, plan for, design and manage our evolving transportation and Vendor networks.

In this role, you will lead and develop a team of salaried and hourly talent. You will be responsible for continuously engaging and developing your team to maintain the highest levels of performance. To achieve this, Operations Program Managers are expected to provide their team with the tools needed for success while driving improvements in productivity and efficiency through data-driven decisions and analytical problem-solving. You will also play a key role in helping your team understand and protect the Customer Experience through the use of process mechanisms and levers to ensure customer orders are delivered at the right time, to the right location.


Key job responsibilities
• Support, mentor, and motivate your salaried and hourly workforce
• Lead large-scope projects with regional and global impact
• Build and execute productivity plans and strategy for the greatest impact to the metrics for a positive Customer Experience
• Manage productivity and customer delivery promises
• Collaborate with all DF teams including Business Development, Growth, Selection, Product, and Tech to develop plans to meet business objectives
• Evaluate performance objectives and metrics across the network to proactively identify process improvement opportunities and largest gaps to benchmark performance supporting prioritization efforts for improvement opportunities
• Audit, teach, and drive execution to the benchmark standards while acting as a catalyst for continuous improvement and project deployment in the network
• Develop and implement detailed standard operating procedures to support daily operations


About the team
Direct Fulfillment is an exciting and growing place to be within Amazon Fulifillment. Our team members are innovative and dedicated to building scalable products, processes and systems that will continue to grow Direct Fulfillment across the globe. We work everyday to ensure that the Customer Experience is repeatable and positive.

Basic Qualifications

• Bachelor’s degree
• 5+ years of professional experience
• 3+ years experience in program or project management
• 2+ years experience managing teams

Preferred Qualifications

• Experience managing a team of 8+ salaried employees and hourly employees
• Experience scoping, leading, and implementing process improvements through: Lean process, Kaizen, and/or Six Sigma.
• Demonstrated problem solving skills and analytical skills
• Excellent customer service skills, communication skills and interpersonal skills
• Track record of meeting or exceeding department performance goals
• A degree in Engineering, Operations, Supply Chain/Logistics, or a related field.
• Prior knowledge of SQL to create and execute queries for large datasets
• Ability to understand and execute statistical analysis tools and methodologies
• Ability to motivate self and operations partners to meet expectations when given a deadline
• Strong quantitative and qualitative analytical skills as well as good business judgment
• Cross-functional project management experience
• Strong verbal and written communication skills
• Experience in: military, manufacturing, automotive, biotech, electronics, energy, instrumentation, machinery, defense/aerospace, medical, cosmetics, production, or distribution environments.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.