Shift Manager, AMZL - Last Mile delivery
As a Shift Manager within Amazon Last Mile Logistics (AMZL), you will lead end-to-end station operations, driving operational excellence across safety, quality, productivity, and customer experience. This is a hands-on leadership role where you will own shift-level performance, manage a diverse team of associates and delivery associates, and ensure all operational KPIs are met or exceeded. You will be expected to think critically, act decisively, and drive continuous improvement in a fast-paced, high-volume delivery environment.
Key job responsibilities
Safety & Compliance: Champion a culture of safety across the station. Ensure full compliance with Amazon safety standards, including OTR/UTR protocols, PPE adherence, FICO scorecard, and DIVC processes. Conduct regular safety walks and drive zero-incident performance.
Operational Performance: Own shift-level KPIs including FDDS, DEA, FPY, DPPH, and CIT. Conduct daily performance reviews, deep dives on metric misses, and drive root cause analysis with corrective actions to closure.
Quality Management: Monitor and improve quality metrics (Concessions, DNR, Damages, CPS, OOJ). Implement standard work across all processes and ensure SOP adherence at every level of the operation.
Team Leadership & Development: Lead, coach, and develop a team of associates and delivery service partners. Drive engagement, conduct structured career conversations, and build a high-performance culture. Prioritize coaching over corrective action — develop talent before escalating.
Process Improvement: Identify operational bottlenecks and implement data-driven process improvements. Collaborate cross-functionally with ACES, RME, L&D, and Transport to optimize workflows and reduce waste.
Shift Standardization: Partner with peer managers to standardize processes across shifts, ensuring consistent execution and seamless handoffs. Maintain accurate DBR updates and ensure continuity of operations across the weekend.
Stakeholder Collaboration: Work closely with DSP partners, Transport Planning, Finance, and central teams to align on capacity planning, cost management, and peak readiness.
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.
Key job responsibilities
Safety & Compliance: Champion a culture of safety across the station. Ensure full compliance with Amazon safety standards, including OTR/UTR protocols, PPE adherence, FICO scorecard, and DIVC processes. Conduct regular safety walks and drive zero-incident performance.
Operational Performance: Own shift-level KPIs including FDDS, DEA, FPY, DPPH, and CIT. Conduct daily performance reviews, deep dives on metric misses, and drive root cause analysis with corrective actions to closure.
Quality Management: Monitor and improve quality metrics (Concessions, DNR, Damages, CPS, OOJ). Implement standard work across all processes and ensure SOP adherence at every level of the operation.
Team Leadership & Development: Lead, coach, and develop a team of associates and delivery service partners. Drive engagement, conduct structured career conversations, and build a high-performance culture. Prioritize coaching over corrective action — develop talent before escalating.
Process Improvement: Identify operational bottlenecks and implement data-driven process improvements. Collaborate cross-functionally with ACES, RME, L&D, and Transport to optimize workflows and reduce waste.
Shift Standardization: Partner with peer managers to standardize processes across shifts, ensuring consistent execution and seamless handoffs. Maintain accurate DBR updates and ensure continuity of operations across the weekend.
Stakeholder Collaboration: Work closely with DSP partners, Transport Planning, Finance, and central teams to align on capacity planning, cost management, and peak readiness.
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
Preferred Qualifications
- 1+ years of performance metrics, process improvement or lean techniques experienceOur 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.