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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 and drive any initiatives necessary to improve it. It requires an individual to showcase judgement 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 a person who enjoys and excels at dealing with ambiguity and designing and defining products/programs with little information. He/She 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.

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

• 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.

• 3 years of program or project management experience.
• 3 years of working cross‑functionally with tech and non‑tech teams.
• 3 years of defining and implementing process improvement initiatives using data and metrics.
• Bachelor’s degree.
• Knowledge of Excel (Pivot Tables, VLOOKUPs) at an advanced level and SQL.
• Experience defining program requirements and using data and metrics to determine improvements.
• 3 years of driving end‑to‑end delivery and communicating results to senior leadership.
• 3 years of driving process improvements.
• Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization.
• Experience building processes, project management and schedules.

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