Manager I, Operations, Centralised Monitoring Response System Auditing

Looking for a career at a company that seeks to be Earth’s most customer-centric company? If so, meet Amazon.

Over the past 20 years, Amazon has reinvented on behalf of customers and has become the largest internet retailer and marketplace in the world. NOC (Network Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon's transportation network. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving, NOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, NOC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.

Within NOC’s umbrella, resides a fast-growing Last Mile support function – AMZL CO (Amazon Logistics Central Operations). AMZL CO is responsible for centrally supporting daily planning and execution of functions that impact Delivery Station (DS) operations across Routing, Scheduling, On-Road and Payments workstreams. The Marcopolo program under AMZL CO strives to operate heavily repetitive processes for NA, EU and JP COs, with standardized mechanisms, tools and technology and with a vision is to build a global Center of Excellence for Last Mile (LM) CO services across WW marketplaces in next 3 years. As a Manager I, Operations in the organization, this role will lead the operations management (tactical execution) charter for Driver support workstream supporting NA/EU. This role will influence and advice multiple senior level leaders and stakeholders.

Responsibilities of a NOC Manager I:
We are looking for an experienced Manager to coordinate and lead efforts across operations, and program teams. We're looking for a hands-on and motivated self-starter who's passionate about using data to help us measure every area of the business, drive efficiencies, optimizations and influence decision-making.

In this role, the manager will work with stakeholders from multiple partner teams to manage Integrated Centralised Monitoring and Response System Auditing function & improve program performance along with lead a team of people managers overseeing operations for a team size of 30+ associates. Manager may be expected to operate in different shift structures (for instance - 6PM IST OR 8PM IST onwards) depending on business requirements.

The Manager would be responsible to evolve the processes and mechanisms with the growing complexities in the network by working across multiple stakeholders like configuration and design teams. The individual will drive improvements and automations to the reporting tools, methods, and processes utilized by the team to increase the availability and granularity of actionable data to internal and external partners.

This position also manages the planning and execution of the team’s goals, including segmentation of business goals, measurement of goal attainment, evolving and driving various improvements in Business to increase its effectiveness in driving results. They would drive quality and productivity in the team via continuous coaching and feedback mechanisms, scope out team's career development plans through performance assessment, drive associate engagement through 1-1s and team building activities, dive deep and drive action on insights from connection scores, manage exceptions and prepare dive deeps on escalations from Ops, represent the team in Business reviews (WBRs/MBRs), strategize and implement the associate shift planning and rostering to effectively meet the program requirements.
The successful candidate must have very strong analytical skills and expert in excel. Knowledge of SQL would be an added advantage. They should be be passionate about their work, detail-oriented, analytical, and have excellent problem-solving abilities. They will need have excellent communication and customer-relationship skills, good analytic insight, and be a passionate advocate of operations team to other stakeholders.. They will drive towards simple, scalable solutions to difficult problems, have excellent project-management skills, and be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way.

Key job responsibilities
• Responsible for performing operational audits across miles in FCs, SCs, Lastmile and GSF.
• Prepare audit reports enclosed with findings, visual interpretations captured during audits.
• Working with operational stakeholders to aligning audit related binaries, key operational processes to be covered in audits
• Preparing SOPS, weekly business reviews, newsletters, help-texts, simulations to assist associates in performing audits
• Reviewing incident reports, documenting periodic trend summaries, and providing updates and recommended actions to management.
• Track the deliverables of the NOC-ICMRS team, work closely with the operations leadership and drive audit closures.
• Must be willing to share on-call rotations in support of alarms, security incidents, and critical service outages.
• Enhance, track, and report on metrics which are key performance indicators, allowing performance improvements so that the desired outcomes are achieved to plan and in a timely manner.
• Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation, training and documentation
• Establish performance benchmarks, conduct analyses, and prepare reports on all key goals and metrics

Basic Qualifications
• Bachelor’s Degree or 3+ equivalent professional experience
• 2+ years of experience in control room management, risk management, supply chain management, or other related field
• Proficiency in Microsoft Office Suite
• Good critical thinking skills and attention to detail
• Experience with security equipment such as CCTV cameras and video review system

Preferred Qualifications
• Be solutions-focused, customer-focused, and always deliver excellent follow-up.
• Comfortable working in a fast-paced ambiguous environment
• Ability to prioritize and manage multiple responsibilities

Basic qualifications

- 2+ years of employee and performance management experience
- Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.

Preferred qualifications

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

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.