About this role
As RTO 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.