Supply Chain Manager II, ROC -Disruption Management
Amazon•Published 1 months ago•First seen 1 days ago
The Relay Operations Center (ROC) is seeking a Supply Chain Manager II (Individual Contributor) to support process standardization, CX improvement, defect reduction, and continuous improvement across multiple operational work streams, within the NA and EU middle mile. This role operates as a cross-functional IC partnering with workstream leads across front-line support, recovery, site closures and capacity sourcing to identify process gaps, refine SOPs, and deliver short-term solutions that improve team-level operational outcomes.
This role directly contributes to ROC's organizational KPIs including Disruption rate, Customer Experience, Quality, and Cost— driving measurable improvement through process optimization, automation readiness, and defect elimination across work streams.
This is not a day-to-day execution role — the ideal candidate will focus on implementing process improvements, consolidating improvement initiatives within the team, and influencing outcomes through data-driven insights and stakeholder collaboration. The role operates within a defined organizational strategy while learning to contribute strategically over time.
Key job responsibilities
Key Responsibilities
- Create and maintain a standardized AI project framework (documentation standards, success criteria, review cadences, deployment checklists) and a consolidated tracker across all DM workstreams — providing leadership, a single view of pipeline status, adoption rates, blockers, reapplication potential, and entitlement; partner with Ops leaders to unblock issues and drive adoption
Risk Management & Transaction Controls
- Serve as the process-side partner for Tech on automation initiatives — collaborate on process requirements (edge cases, escalation paths, failure modes), lead pilot validation (success criteria, baseline monitoring, go/no-go recommendations), ensure operational readiness, and track post-launch performance
A day in the life
About the team
This role directly contributes to ROC's organizational KPIs including Disruption rate, Customer Experience, Quality, and Cost— driving measurable improvement through process optimization, automation readiness, and defect elimination across work streams.
This is not a day-to-day execution role — the ideal candidate will focus on implementing process improvements, consolidating improvement initiatives within the team, and influencing outcomes through data-driven insights and stakeholder collaboration. The role operates within a defined organizational strategy while learning to contribute strategically over time.
Key job responsibilities
Key Responsibilities
- Customer Experience & First Contact Resolution (FCR)
- Track and report CX mechanisms — SOP pipeline health, unprofessional behavior trends, and disciplinary follow-through — feeding data into WBR cadences
- Identify and fix process gaps driving FCR failures (load notes defects, callback failures, carrier notification gaps); design solutions with measurable basis point improvement targets
- Drive shopfloor adoption of sentiment analysis — partner with Quality to define metrics, set goals/thresholds, build PTG plans for underperforming areas, and establish review mechanisms connecting insights to action
- Identify recurring operational defects (e.g., SOP misses, quality audit failures, scheduling defects) through data analysis and root cause investigation
- Operationalize mechanism for continuous defect improvement–identify high impact transactions, develop operations led audit mechanism, collaborate with operation leaders to develop and execute multi-pronged actions – Operational, people, programmatic, scrappy tools etc
- Participate in and support Kaizen events and on floor GEMBA, deep dives, and process reviews; independently lead small-to-medium process improvement projects
- Identify recurring operational defects (SOP misses, quality audit failures, scheduling defects) through data analysis and root cause investigation
- Operationalize continuous defect improvement — identify high-impact transactions, build ops-led audit mechanisms, and collaborate with leaders to execute multi-pronged actions (operational, people, programmatic, scrappy tools)
- Participate in Kaizen events, on-floor GEMBA, deep dives, and process reviews; independently lead small-to-medium improvement projects
- Collaborate with Tech and Change Integration teams on workflow redesign initiatives (Project Morph) — from identification and process design through WFM validation, Ops deployment, and post-conversion monitoring to confirm labor hour savings
- Reduce labor waste by eliminating unnecessary contacts, repeat interactions, and rework-generating process gaps — quantifying minute savings per fix and reporting in WBR cadences
- Propose process fixes to reduce logistics costs associated with loss prevention, repairs, recoveries, and load cancellations
- Build spot capacity cost-of-sourcing reporting and PTG plans — visibility into premium spend, dive deeps on cost, and solutions to reduce sourcing cost
- Create and maintain a standardized AI project framework (documentation standards, success criteria, review cadences, deployment checklists) and a consolidated tracker across all DM workstreams — providing leadership, a single view of pipeline status, adoption rates, blockers, reapplication potential, and entitlement; partner with Ops leaders to unblock issues and drive adoption
Risk Management & Transaction Controls
- Collaborate with Risk Management teams to identify risks in ROC DM transactions — mapping exposure across transaction types, carriers, lanes, and scenarios; define data analytics requirements and build reporting pipelines for risk pattern visibility
- Develop mitigation plans leveraging layered controls (operational, people, SOPs, tech, system fixes); monitor control effectiveness post-implementation
- Serve as the process-side partner for Tech on automation initiatives — collaborate on process requirements (edge cases, escalation paths, failure modes), lead pilot validation (success criteria, baseline monitoring, go/no-go recommendations), ensure operational readiness, and track post-launch performance
A day in the life
About the team
Basic Qualifications
- 3+ years of managing stakeholders in cross-functional project experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 2+ years of supply chain experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Knowledge of Lean Six Sigma and process improvement methodologies
- Experience in transportation or supply chain within a high-volume logistics, manufacturing or engineering environment
- Experience with automating and simplifying team development, test, and operations processes
- Familiarity with AI/ML adoption in operations environments — including driving usage, measuring impact, and scaling solutions across teams