Description

Please note this is 1 year Fix Term Contract

This position offers an exciting opportunity to make history and become a member of a team whose purpose is to solve complex challenges and create unprecedented customer experiences. We’re looking for creative leaders with a passion for innovation, knack for problem solving, and dedication to creating world-class customer experiences.

The Central Operations Shift Manager ensures a positive delivery experience of orders by planning delivery stations daily headcount from a central perspective. Through the use of tools, management of a team of associates, and coordination with various partners, shift managers are accountable for cost, customer experience, and delivery partner experience. In addition, you will be instrumental in developing best practices and standard work for the network. Shift Manager– AMZL Central Ops will lead a team of up to 10 associates, serving as problem solver and primary escalation point for the team, provide periodic updates to Area/Ops Managers about status of the operation or any major escalations, allocate labour and train new associates, drive continuous improvement into our operation, and enforce SOP compliance and SLAs response times.

Responsibilities:

• Oversee the daily headcount planning for the delivery stations

• Make decisions and execute in a fast-paced environment.

• Leverage quantitative analysis to identify best practices that improve customer, cost, and delivery partner outcomes

• Develop processes and systems to achieve metrics, often requiring scrappy solutions to temporarily overcome technical limitations. The ability to scale will be critical to all processes

• Serve as a problem solver and primary escalation point for the team of associates

• Lead a shift with 10+ people working on 3 core areas while owning all aspects of daily operations.

• Provide periodic updates to Area Managers about the status of the operation or any major escalations, on a daily basis

• Develop best practices and standard work. Drive continuous improvement into our operation.

• Enforce SOP compliance and SLAs response times, and escalate any deviation from the standard

• Maintain a full understanding of workflow and daily metrics goals - Review and update SOPs as required

• Work with KPI's to drive performance and maintain high standards across the different functions.

Key job responsibilities

Responsibilities:

• Responsible for last-mile customer experience, last-mile cost

• Use data-driven decision making to achieve daily operational excellence.

• Make decisions and execute in a fast-paced environment.

• Leverage quantitative analysis to identify best practices that improve customer, cost, and delivery partner outcomes

• Develop processes and systems to achieve metrics, often requiring scrappy solutions to temporarily overcome technical limitations. The ability to scale will be critical to all processes

• Serve as a problem solver and primary escalation point for the team of associates

• Maintain a full understanding of workflow and daily metrics goals

• Review and update SOPs as required

• Identify and address safety hazards within the work Shift, and participate in safety initiatives

• Provide vacation coverage for Shift Managers

• Ensure successful performance in your business Shift through tracking and reporting metrics

A day in the life

As a CRS Shift Manager, you will be part of a team that drives performance on day to day operations and projects for EU CO. Process adherance/improvement will play a key role in deliverables to both our Delivery Station and Delivery Service Partner Management team. You will be responsible and be accountable for daily metrics. You will be accountable for driving program scoping, roll out and compliance/monitoring and stakeholder experience.

Basic Qualifications

• Qualifications in Engineering, Operations, Business, Science or related fields;

• Problem solving skills and the abilities to quantitatively analyse challenges, scope technical requirements, and effectively prioritize program deliverables

• Entrepreneurial mindset, with the tenacity to develop ideas independently and to take ownership.

• Ability to communicate effectively (written and verbal) across various levels of an organization

• Fluent in oral and written communication

• Experience with performance metrics and process improvement with demonstrable problem solving and analytical skills

• Excellent customer service and interpersonal skills

• Willingness to work flexible schedules/shifts/areas, including weekends, nights, and holidays

• Advance working knowledge of Excel

Preferred Qualifications

• Understanding of Logistics operations is a plus

• Proven track record leading teams of 10+ people

• You typically volunteer to lead projects and help your team achieve goals. You have a track record of taking ownership and driving results.

• You like adventures and taking risks.

• Good teamwork mentality: able to build trustworthy and supportive working relationships.

• Strong logical thinking, analytical skills, and problem solving skills.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.