Manager II, Operations, SMD1

Amazon; Elkridge (MD); On-site; USD 70,000 - 91,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking an L5 Area Manager for a Same-Day Delivery fulfillment center in Elkridge, MD. You will oversee 50-100+ hourly associates across Pick, Pack, Stow, SLAM, or Ship Dock, owning shift-level safety, quality, productivity, and CPT attainment.

You will balance labor planning with real-time volume management in a fast-paced, time-sensitive environment to meet customer deadlines and maintain high service levels.

Qualifications

• 2+ years of employee and performance management experience.
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
• Work a flex schedule/shift/work area, including weekends, nights, and/or holidays.

Responsibilities

• Safety: Own safety culture for the area; audits, Gemba walks, investigate incidents, corrective actions.
• People Leadership: Lead 50-100+ hourly associates; coaching, performance feedback, attendance, and develop Tier 1 leads.
• Operational Execution: Manage inbound/outbound flow to meet CPTs; adjust labor in real time based on volume.
• Quality & DEA: Monitor DPMO; own stow/pick accuracy, concessions reduction, and delivery estimate accuracy.
• Productivity: Drive rate performance (UPH); balance headcount and remove bottlenecks.
• Labor Planning: Build and flex staffing plans using forecasted volume; manage VTO/VET decisions.
• Continuous Improvement: Identify root causes of misses; Kaizen events and standard work.
• Stakeholder Communication: Shift handoffs, stand-ups, bridge reviews; report risks with data.

Skills

People management

Performance management

Education

Bachelor's degree or equivalent

Job description

Description

Job Summary

The L5 Area Manager leads a functional area within a Same-Day Delivery (SDD) fulfillment center, overseeing hourly associates across one or more operational paths (Pick, Pack, Stow, SLAM, or Ship Dock). This role owns shift-level performance for safety, quality, productivity, and delivery promise attainment, ensuring customer packages meet same-day and next-day Critical Pull Times (CPTs). The Area Manager balances labor planning, real-time volume management, and continuous improvement to deliver on Amazon's customer obsession in a fast-paced, time-sensitive environment.

Key Responsibilities

• Safety Own safety culture for the area; conduct audits, lead Gemba walks, investigate incidents, and drive corrective actions to maintain zero-harm goals


• People Leadership Lead 50-100+ hourly associates; conduct coaching, deliver performance feedback, manage attendance, and develop Tier 1 leads and learning ambassadors


• Operational Execution Manage inbound/outbound flow to meet CPTs; adjust labor in real time based on volume curves, rate flags, and backlog levels


• Quality & DEA Monitor and reduce DPMO (Defects Per Million Opportunities); own stow/pick accuracy, concessions reduction, and delivery estimate accuracy at the area level


• Productivity Drive rate performance (UPH) by coaching associates, balancing headcount across stations, and removing process bottlenecks


• Labor Planning Build and flex staffing plans using forecasted volume; manage VTO/VET decisions to balance cost and capacity


• Continuous Improvement Identify root causes of misses; lead Kaizen events, write bridge write-ups, and implement standard work and SOPs


• Stakeholder Communication Participate in shift handoff calls, stand-ups, and bridge reviews; elevate risks to senior leadership with data-backed context

A Day in the Life (BHD Shift Example - 06:00-18:30)

• 05:45 Arrive early; review overnight handoff notes, backlog levels, and today's forecasted volume and staffing plan


• 06:00 Shift start - conduct stand-up with associates: safety tip of the day, volume outlook, rate/quality targets


• 06:15 Walk the floor; verify station assignments, ensure labor is balanced to the volume curve, confirm associates are logged in and productive


• 07:00 First CPT wave approaching - monitor pick/pack/SLAM throughput on dashboards; flex labor from slower paths to bottlenecks


• 08:00 Review first-hour rate and quality metrics; coach bottom-quartile performers 1:1 on the floor


• 09:00-11:00 Manage mid-morning volume surge; coordinate with Ship Dock AM on trailer readiness; make real-time VTO/VET calls based on actual vs. planned volume


• 11:00 Safety Gemba walk - inspect workstations, PPE compliance, 5S standards; log findings and assign corrective actions


• 12:00 Lunch rotation management - stagger breaks to maintain throughput during peak CPT windows


• 13:00 Afternoon CPT push - monitor backlog drawdown, elevate any at-risk CPTs to the Ops Manager; pull problem-solve associates to clear exceptions


• 14:00 Quality deep-dive - review DPMO dashboard, investigate top defect drivers, coach associates flagged for NME (Negative Metric Events)


• 15:00 Begin end-of-shift planning - update shift metrics tracker, draft bridge write-up for any missed targets


• 16:30 Conduct shift handoff with incoming Night shift AM - cover backlog status, open action items, associate callouts, and known risks


• 17:00-18:30 Complete admin tasks: approve timecards, respond to HR/safety follow-ups, finalize daily performance summary

Basic Qualifications

• 2+ years of employee and performance management experience


• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience


• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Preferred Qualifications

• 1+ years of performance metrics, process improvement or lean techniques experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, MD, Elkridge - 70,000.00 - 90,900.00 USD annually

Company - Amazon.com Services LLC

Job ID: A10576397