Area Manager, Central Operations - 1 year Fixed Term Contract

Please note this is 1 year Fix Term Contract

This position offers an exciting opportunity to make history and become a member of a team whose purpose is to solve complex challenges and create unprecedented customer experiences. We’re looking for creative leaders with a passion for innovation, knack for problem solving, and dedication to creating world-class customer experiences.

The Central Operations Shift Manager ensures a positive delivery experience of orders by planning delivery stations daily headcount from a central perspective. Through the use of tools, management of a team of associates, and coordination with various partners, shift managers are accountable for cost, customer experience, and delivery partner experience. In addition, you will be instrumental in developing best practices and standard work for the network. Shift Manager– AMZL Central Ops will lead a team of up to 10 associates, serving as problem solver and primary escalation point for the team, provide periodic updates to Area/Ops Managers about status of the operation or any major escalations, allocate labour and train new associates, drive continuous improvement into our operation, and enforce SOP compliance and SLAs response times.

Responsibilities:
- Oversee the daily headcount planning for the delivery stations
- Make decisions and execute in a fast-paced environment.
- Leverage quantitative analysis to identify best practices that improve customer, cost, and delivery partner outcomes
- Develop processes and systems to achieve metrics, often requiring scrappy solutions to temporarily overcome technical limitations. The ability to scale will be critical to all processes
- Serve as a problem solver and primary escalation point for the team of associates
- Lead a shift with 10+ people working on 3 core areas while owning all aspects of daily operations.
- Provide periodic updates to Area Managers about the status of the operation or any major escalations, on a daily basis
- Develop best practices and standard work. Drive continuous improvement into our operation.
- Enforce SOP compliance and SLAs response times, and escalate any deviation from the standard
- Maintain a full understanding of workflow and daily metrics goals - Review and update SOPs as required
- Work with KPI's to drive performance and maintain high standards across the different functions.


Key job responsibilities
Responsibilities:
- Responsible for last-mile customer experience, last-mile cost
- Use data-driven decision making to achieve daily operational excellence.
- Make decisions and execute in a fast-paced environment.
- Leverage quantitative analysis to identify best practices that improve customer, cost, and delivery partner outcomes
- Develop processes and systems to achieve metrics, often requiring scrappy solutions to temporarily overcome technical limitations. The ability to scale will be critical to all processes
- Serve as a problem solver and primary escalation point for the team of associates
- Maintain a full understanding of workflow and daily metrics goals
- Review and update SOPs as required

- Identify and address safety hazards within the work Shift, and participate in safety initiatives
- Provide vacation coverage for Shift Managers
- Ensure successful performance in your business Shift through tracking and reporting metrics



A day in the life
As a CRS Shift Manager, you will be part of a team that drives performance on day to day operations and projects for EU CO. Process adherance/improvement will play a key role in deliverables to both our Delivery Station and Delivery Service Partner Management team. You will be responsible and be accountable for daily metrics. You will be accountable for driving program scoping, roll out and compliance/monitoring and stakeholder experience.

BASIC QUALIFICATIONS

- Bachelor's degree or above in Engineering (any domain), Operations, Business Administration, or a related field
- Experience using analytical thinking and problem-solving skills to identify root causes of technical problems
- Experience in ownership of projects and communicating timelines and executing independently
- Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
- Experience in oral and written communication in English
- Experience with planning, performance metrics, and process improvement
- Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays
- Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.

PREFERRED QUALIFICATIONS

- Experience managing operations and customer service teams with extensive knowledge of Logistics
- Experience experience managing a team of 10+ employees
- Experience leading teams and driving results through team members
- Experience in performing team building, coaching, and managing
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- You like adventures and taking risks.