Manager I, ROC

Amazon Transportation Service is looking for a Relay Operation Center Specialist (ROC) to support Global and Domestic line hauls. In this role, you will be responsible for the overall performance and operation of Inbound and Outbound line-hauls. A Network Operation Specialist facilitates the flow of information between different stakeholders: Fulfillment centers, Carriers, Sort Centers and Delivery Stations.
ROC resolves any potential issues that impact customer experience and delivery performance. A Transportation Specialist provides timely resolution to the problem at hand by researching and querying internal tools, by taking real-time decisions and having effective communication with the stakeholders.
An ideal candidate should be able to understand the issue and be able to drive Customer Experience without compromising on time and costs. The candidate should have the basic understanding of logistics and should be able to communicate clearly in the verbal and written form. The candidate should be able to recommend process improvements and should have the passion for driving them to conclusion. Also should show ownership and can do repetitive tasks.
Responsibilities include, but are not limited to:
• Proactively monitor Line Haul activity to identify, address, and prevent potential issues
• Develop and execute effective service recovery plans as necessary
• Identify and eliminate root causes of defects to drive efficiency in Amazon’s Line haul operations
• Work within various time constraints to meet critical business needs, while measuring and identifying activities performed and ensuring service requirements are met
• Support continuous improvement initiatives to help improve process efficiency and quality
• Live tracking of trailers and resolving issues or arranging alternatives in case of any incident
• Feedback to the Scheduling and Line Haul Management team on operational observations to support improved processes and planning adjustments/considerations as needed
• Work in a dynamic environment with an ability to empathize with and prioritize customer needs
• Demonstrate ownership to resolve challenging customer issues, escalating when necessary
• Manage the weekly creation of the domestic carrier’s schedules and modify it if needed

BASIC QUALIFICATIONS

- 1+ 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
- Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts

PREFERRED QUALIFICATIONS

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

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