Manager - Relay Operations, MX Relay Ops

Amazon.co; Ciudad de México; On-site; MXN 600,000 - 1,000,000; Full time

Job summary

Amazon ROC MX is seeking a Manager - Relay Operations to own the Weekly LH to DEA MX report, lead deep dives on DEA performance, and coordinate cross-functional escalations across planning, FC/SC, carriers, and cross-border teams.

Based in Mexico, you will manage real-time disruption triage, drive SLA improvements, and ensure bilingual coordination in Spanish and English with regional and global stakeholders.

Qualifications

• 1+ years of employee and performance management experience.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts
• Bachelor's degree or equivalent
• Speak, write, and read fluently in English, and have the ability to take direction in English

Responsibilities

• Own and deliver the Weekly LH to DEA MX report — covering FirstMile IB + FirstMile OB performance, with consistent weekly cadence and accurate unit-impact reporting.
• Lead Deep Dive (DD) analysis on DEA performance — diagnosing root causes of linehaul delays and degraded delivery experience metrics
• Monitor and triage real-time disruptions — road closures, protests/demonstrations (manifestaciones), carrier delays, and blockages affecting MX linehaul routes
• Coordinate cross-functional escalations — working with ATS planning, FC/SC operations, carriers, and cross-border (XBorder) sort center teams to resolve in-flight issues
• Manage ad-hoc operations — tracking and positioning standby (STBY) capacity for first-leg linehaul ad-hocs (reference: prior ad-hoc rate ~57% STBY-positioned)
• Drive SLA and process improvements — e.g., proposing/negotiating SLA timing adjustments with stakeholders
• Assign and track incident-response tasks (via Asana) for weekend/off-hours linehaul incidents
• Represent ROC MX in daily/weekly sync calls with ATS, planning, and regional leadership
• Bilingual communication — fluent, real-time coordination in both Spanish and English across MX-based and global stakeholders

Skills

Employee management

Performance metrics

Crisis management

Bilingual Spanish/English

Shift scheduling

Education

Bachelor's degree or equivalent

Job description

Manager - Relay Operations, MX Relay Ops

ROC MX is Amazon's regional operations center for Mexico, responsible for real-time monitoring, triage, and resolution of linehaul and network disruptions across the Mexico middle-mile network. This role owns the Linehaul (LH) to DEA reporting function and serves as a key operational escalation point for carrier, custody, and cross-border issues affecting MX transportation flows.

Key job responsibilities

• Prior experience in transportation/logistics operations, linehaul, or network operations centers
• Strong analytical skills — comfortable building and owning recurring operational reports/dashboards
• Experience managing real-time crisis/disruption response (weather, civil disruptions, carrier failures)
• Cross-functional stakeholder management across ATS, FC/SC, carriers, and cross-border teams
• Fluent Spanish and English (business-level)
• Based in Mexico, flexible/on-call availability for off-hours incident response

A day in the life

• Own and deliver the Weekly LH to DEA MX report — covering FirstMile IB + FirstMile OB performance, with consistent weekly cadence and accurate unit-impact reporting (e.g., tracking units impacted by disruptions)
• Lead Deep Dive (DD) analysis on DEA performance — diagnosing root causes of linehaul delays and degraded delivery experience metrics
• Monitor and triage real-time disruptions — road closures, protests/demonstrations (manifestaciones), carrier delays, and blockages affecting MX linehaul routes (e.g., Mexico City, Querétaro, Teoloyucan corridors)
• Coordinate cross-functional escalations — working with ATS planning, FC/SC operations, carriers, and cross-border (XBorder) sort center teams to resolve in-flight issues
• Manage ad-hoc operations — tracking and positioning standby (STBY) capacity for first-leg linehaul ad-hocs (reference: prior ad-hoc rate ~57% STBY-positioned)
• Drive SLA and process improvements — e.g., proposing/negotiating SLA timing adjustments with stakeholders
• Assign and track incident-response tasks (via Asana) for weekend/off-hours linehaul incidents
• Represent ROC MX in daily/weekly sync calls with ATS, planning, and regional leadership
• Bilingual communication — fluent, real-time coordination in both Spanish and English across MX-based and global stakeholders

About the team

Inclusive team culture

At Amazon we embrace our differences and we are committed to furthering our culture of inclusion. We host annual and ongoing learning experiences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work Life Balance

We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional.

Basic Qualifications

• 1+ years of employee and performance management experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts
• Bachelor's degree or equivalent
• Speak, write, and read fluently in English, and have the ability to take direction in English

Preferred Qualifications

• 1+ years of performance metrics, process improvement or lean techniques experience
• Experience with six sigma tools and Lean techniques

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.