Manager II, Operations, SMD1

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

Job summary

Amazon.com Services LLC in Maryland is seeking an L5 Area Manager to lead a Same-Day Delivery (SDD) fulfillment center segment. You will oversee 50–100+ hourly associates across Pick, Pack, Stow, SLAM, or Ship Dock paths and own shift-level safety, quality, and delivery performance.

The role requires expert labor planning, real-time volume management, and a commitment to Kaizen-driven improvements in a fast-paced environment focused on customer obsession.

Qualifications

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

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; coaching, performance feedback, attendance, and development of Tier 1 leads.
• Operational Execution: Manage inbound/outbound flow to meet CPTs; adjust labor in real time based on volume curves and backlog levels.
• Quality & DEA: Monitor and reduce DPMO; own stow/pick accuracy, concessions reduction, and delivery estimate accuracy.
• Productivity: Drive UPH by coaching, balancing headcount across stations, and removing bottlenecks.
• Labor Planning: Build and flex staffing plans using forecasted volume; manage VTO/VET decisions.
• Continuous Improvement: Identify root causes of misses; lead Kaizen events and implement standard work.
• Stakeholder Communication: Participate in shift handoff calls, stand-ups, and bridge reviews; escalate risks with data-backed context

Skills

People leadership

Safety and quality coaching

Labor planning

Education

Bachelor's degree or equivalent

Job description

Job ID: 10576397 | Amazon.com Services LLC

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; escalat risks to senior leadership with data-backed context

A Day in the Life

A Day in the Life (BHD Shift Example — 06:00-18:30)
Time Activity
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, escalat 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.

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 .

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

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.