The Amazon Customer Excellence System (ACES) Manager lead ACES Field Team in Amazon Logistics (AMZL) in Mexico, working to be the most customer-eccentric company on earth. To get there, ACES Manager directly support Regional Directors with subject matter expertise, assists with identifying root cause, and takes a leadership role in the rollout of projects, new processes, and continuous improvement.

This role partners with both internal and external program management and technical teams and is able to build relationships with colleagues across delivery stations, tech, and support teams. This role is both a collaborator focused on implementing network-wide initiatives, as well as the primary Quality partner for Operations Regional Directors. To be successful in this role, you need to pair analytical skills, a data-driven outlook with great communication skills, be a proven leader of leaders, ability to deal with ambiguity in the constantly changing/fast paced environment, able to prepare and give detailed data-driven business reviews to senior management, have clear and effective narratives and present them effectively to Directors and VPs, and mobility to be onsite at stations you support as well as minimum of 100% onsite attendance weekly in station.


Key job responsibilities
• Works across team(s) and Ops organization at country, regional and/or cross regional level to drive improvements and enablers to implement solutions for customer, cost savings in process workflow, systems configuration and performance metrics. Leads projects and opportunities across the Operations (FCs, Sortation, logistic centers, Supply Chain, Transportation, Engineering, etc.) that are business critical, and may be global in nature.
• Leads from medium to large complex, cross-functional strategic projects and opportunities.
• Prioritizes projects and feature sets, evaluate and set stakeholders expectations for Amazon’s marketplace: country, regional and/ or cross regional level.
• Writes clear and detailed functional specifications based on business requirements as well as writes and reviews business cases.
• Applies rigorous approach to problem solving.
• Highly analytical skills needed to interpret large data sets.
• Performs supporting research and analysis, and drive the product (project, processes/ deliverables) development schedule from design to release.
• Structures and develops implementation plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.
• Credible business partner to Amazon’s Operations network.
• Manages critical relations with external partners (e.g. vendors) and contractors from the initial phase of the project to its execution.
• Demonstrates strong hands-on project and operations management.
• Demonstrates strong ownership of any part of their project. Possesses combination of practical and intellectual skills and an ability to shift, and adapt to different tasks that vary between complex analyses and hands-on project and operations management.
• Possesses relevant understanding and experience on operational processes and workflow. Able to dive deep in the operational process to correct under-performing parts and acts as a trouble shooter.
• Provides technical/operational guidance to the teams, managers, and field personnel on their projects or part of the medium to large project and processes.
• Is consulted regarding operation model, and, for higher levels is considered as a formal owner of the Operation model.
• **Travel expectations will be up to 40% to MEX Delivery Stations