Amazon is hiring: ACES Program Manager - Middle Mile, Amazon Customer Excellence

ACES Program Manager - Middle Mile, Amazon Customer Excellence System (ACES)

As the ACES Program Manager for Middle Mile, you will be the guardian of quality control at Earth's most customer-centric company. You will be responsible for the adoption and continuous improvement of Standard Operating Procedures at Amazon's ATS/Middle Mile. We are Amazon's intra-network delivery arm, delivering packages between our Fulfillment Centers, Sort Centers, and Last Mile network.

You will work with teams across Operations, Learning, Finance, and other supporting functions to identify defects and opportunities, measure performance, and track changes. You are the Subject Matter Expert on all processes and are expected to catalog and share this expertise with your stakeholders in a clear and scalable manner.

As the Program Manager, you will be accountable for the program's roadmap, planning cycles, financial entitlement, strategy, and structure. You will work with peers at other Transportation ACES units (AMZL and Sort Center) to ensure the scalability of end-to-end processes and quality control.

Responsibilities

• being the Subject Matter Expert (SME) on all operational processes
• leading process integration efforts across the network and at carriers
• leading Continuous Improvement initiatives, Kaizens, Root Cause Analysis, etc.
• owning and managing change on a granular level
• performing audits to ensure continuous SOP adoption and eliminate defects and deviations
• work with teams at AMZL and Sort Center ACES to identify opportunities for improvement
• make sure that we are always delivering the best possible service to our customers
• create and own the program's strategy and planning cycles, including financial and organizational themes

A day in the life

You will be working closely with all Ops teams to offer support and expertise and gain insight into bottlenecks and opportunities for improvement. Some of these teams include:

• Station Ops
• Last Mile team
• Sort Center team
• Learning
• Finance
• HR
• Loss Prevention

You will also work with counterparts in other geographies to benchmark our processes and ensure conformity with Amazon Standard Work.

About the team

The Amazon Customer Excellence System (ACES) team is a team of highly qualified individuals whose main goal is to ensure quality control and continuous improvement. We do this by keeping a close eye on metrics, making sure that we are constantly raising the bar on performance and efficiency. We are also responsible for the adoption of new technology and procedures as well as supporting our peers with subject matter expertise.

Basic Qualifications

- Bachelor''s degree
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Advanced English Level
- Prior experience in Operations environment
- Prior experience with continuous improvement (e.g., Lean Six Sigma or equivalent)
- Advanced skills in Project/Program Management

Preferred Qualifications

- Master''s degree, or MBA in supply chain, logistics, or operations
- Lean Six Sigma certification (e.g., Black Belt)
- Experience managing direct or indirect reports/stakeholders

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