Route Execution & Affinity SME, AMET - ACES

Amazon; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

Amazon is in search of a dedicated ACES Program Manager to optimize OTR operations for its AMET team. This role requires a hands-on expert to drive metrics, improve processes, and manage cross-functional teams, leveraging extensive program management experience to enhance delivery solutions. The successful candidate will thrive in an ambiguous environment, translating data-driven insights into actionable improvements. Ideal applicants will possess strong leadership skills and a Bachelor’s degree, alongside proficiency in Excel and SQL.

Qualifications

• 3+ years of program or project management experience.
• Advanced knowledge of Excel and SQL.
• Experience in stakeholder management and process building.

Responsibilities

• Drive affinity across DSPs and DAs to improve assignment experience.
• Accountable for key workload management metrics.
• Facilitate sustainable improvements in routing processes.

Skills

Project Management

Stakeholder Management

Problem Solving

Data Analysis

Communication

Education

Bachelor's Degree

Tools

Excel

SQL

Job description

Amazon is looking for a motivated individual for the profile of ACES (Amazon Customer Excellence Systems) Program Manager for its AMET operations team. The candidate should enjoy getting their hands dirty and looking around the corners for solutions with the aim of optimization of OTR operations in Amazon's last mile delivery stations.

As an ACES (Amazon Customer Excellence Systems) program manager, you will be the subject matter expert for OTR operations, driving standardization and optimization for AMET operations.

You will be a subject matter expert on routing execution affinity and workload management. You should be able to think big to solve complex problems with simple and practical solutions by developing a deep knowledge of the operation processes and Amazon's OTR and routing technologies.

This role calls for an individual who can own all aspects of how transportation impacts customer experience, shipper experience, and operator experience; monitor metrics, determine, then drive initiatives necessary to improve it. It requires judgment and decision-making skills to balance customer experience with financial impact. This position offers broad exposure to various business, financial, and technical teams within Amazon.

The successful candidate will be someone who enjoys and excels at dealing with ambiguity and designing and defining products/programs with little information. They will have excellent written and verbal communication skills, the ability to create and sustain urgency, and a proven ability to lead cross-functional projects including communication across all levels and teams in the organization: senior leaders, technical teams, finance, business, and operations leaders.

Key job responsibilities

As Affinity SME, you will be responsible for:

• Drive affinity up across DSPs and DAs.
• Focus on providing the best assignment experience to Delivery Associates (DAs) and Delivery Service Providers (DSPs).
• Provide corresponding tools to support Central Ops.
• Build and monitor the actual driver affinity metric at a weekly cadence.
• Discuss trends and unusual behaviors of the affinity metric.

OTR (On The Road) SME

• SME in Rabbit and Cortex tools
• Focus on on-road experience
• Provide sustainable solutions and effective guidance across the organization
• Work on processes, methods, and technology to facilitate the development of Earth's safest ground delivery to customer operation
• Create OTR standards

Workload Management SME

• You will be accountable for ROBL30 and RUBL60 metrics.
• Ensure that routing is generating sustainable workload for the transporters.
• Consider duration, physical, and cognitive aspects of workload.
• Focus on execution management to reduce inequitable and excessive workload.
• Leverage route planning metrics to define, characterize, and measure DA Workload.
• Collaborate with Tech/Science teams to enhance route planning systems.
• Aim to produce routes that are achievable and sustainable from a workload perspective.
• Influence Route Planning teams to build models that generate fair and sustainable delivery routes.

Qualifications include:

• 3+ years of program or project management experience
• 3+ years of cross-functional experience with tech and non-tech teams
• 3+ years of defining and implementing process improvements using data and metrics
• Bachelor's degree
• Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL
• Experience defining program requirements and using data to drive improvements
• 3+ years of experience in end-to-end delivery and communicating results to senior leadership
• Experience in stakeholder management and process building

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