Description

ROC Overview

Relay Operations Center (ROC) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, and PAN EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon facilities and to carrier hubs. In case of any exceptions, ROC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings.

In addition to this tactical problem solving, ROC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data.

Overall, ROC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.

The candidate should have a working knowledge of EU and NA Process with experience in handling external stakeholders. Candidate should be good in carrier/stakeholder management, have potential to draw projects out of the programs and should be able to communicate with EU and NA stakeholders clearly in the written and oral form. She/he should be able to come up with process improvements, drive them through completion, including owning up the KPIs.

Key job responsibilities

Responsibilities include, but are not limited to:

Managing a shift and team, constantly identifying opportunities to improve team performance and owning associated change management.

Developing and/or referring to performance metrics to drive team performance and business results.

Identifying the business impact of trends and making data backed decisions.

Communicating with external customers and internal customers.

Escalating problems or variances in the information and data to the relevant owners and following through on resolutions.

Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis, as needed, is a plus.

Serves as escalation point for transportation specialists.

Owning process/business level reports/actions and diving compliance..

Perform Ad-hoc reporting and analysis as per requirement.

Basic Qualifications

• Bachelor’s degree with 2-4 years of work experience in EU/NA Programs space.

• Creative and analytical problem solver with a passion to provide excellent customer service.

• Should be flexible to adapt to a 24 x 7 operating environment.

• Ability to pull data from databases (using Excel, Access, SQL and/or other data management systems).

• Excellent communication skills- Verbal & Written both.

Preferred Qualifications

• MBA/ Master’s degree in Operations from a reputed institute - Logistics/transportation background and lean/six sigma training is a plus.