The posting
Amazon's Relay Operations Center (ROC) is seeking a Manager II, Supply Chain for the Disruption Management (DM) team. The ROC DM team supports NA/EU Surface Transportation operations by addressing real-time disruptions in the Middle Mile network — including poor weather, road closures, unexpected volume surges, mechanical breakdowns, and carrier exceptions — to ensure packages are delivered safely and on time. The candidate should have a background in People. Process and Program management skills. He/she has the ability to pull and analyze data with ease, drive process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This job will require exceptional communication skills while having the ability to work independently in a high-pressure environment.
Key job responsibilities - Lead and manage a team of people managers operating in a 24×7 environment, ensuring real-time resolution of transportation and network disruptions - Own end-to-end operational metrics (SLA adherence, resolution time, escalation rates, carrier performance) - Drive continuous improvement through root cause analysis and process optimization - Partner with upstream/downstream stakeholders including Fulfillment Centers, Sort Centers, Last Mile, Network Design, Carrier Management, and Tech teams to develop scalable solutions and automated mitigation strategies - Identify patterns in disruptions and work with Tech and Product teams to build tooling and automation that reduce manual intervention and improve network resilience - Drive peak readiness planning, capacity management, and contingency protocols for high-volume events (Prime Day, Peak, Sale events) - Develop talent through coaching, performance management, and career development of direct reports; build a high-performing, engaged team culture - Communicate operational status, risks, and recommendations to senior leadership through WBRs, MBRs, and ad-hoc escalation channels - Lead cross-functional programs and projects of regional/global importance, influencing without authority across multiple teams
A day in the life
Your day runs on three rhythms: live operations, people, and mechanisms. You open with a shift handover and walk the queue of active disruptions — stalled drivers, equipment failures, HOS limits, accidents, and safety escalations. You make real-time decisions on re-routing, re-sourcing, and escalation. In between, you coach — 1:1s, floor-walks, and live feedback to your 4–6 Team Managers and 80-100 associates. The rest belongs to mechanisms: owning WBRs/MBRs, running quality audits, tracking SLA attainment and resolution times, and driving peak readiness planning.
About the team
Disruption Management (DM) is a dedicated unit within the Relay Operations Center (ROC), supporting Amazon's Surface Transportation network in a 24×7 operational environment. We provide real-time assistance to drivers and carriers through callbacks on requests raised, resolving on-road issues to ensure uninterrupted freight movement and adherence to customer-promised delivery dates. Our primary mission is ensuring driver safety and protecting load integrity. We are committed to contacting every driver or carrier who raises a concern within our agreed Service Level Agreement (SLA) response window.
- 3+ years of team management experience - 2+ years of program or project management experience - Experience in analyzing data to drive decisions - Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership - Bachelor's degree or above - Demonstrated ability to work in a fast-paced, 24×7 operational environment with rotational shifts.
- Knowledge of Lean Six Sigma and process improvement methodologies - Experience working with MS Excel, VBA, SQL, Data Warehouse or business intelligence systems and data visualization tools such as Tableau - Experience delivering results for large, cross-functional initiatives/projects, or experience in creating process improvements with automation and analysis - Experience working in a fast-paced and ambiguous environment - Master's degree, or MBA in supply chain management, operations, engineering, analytics or related field - Experience with Amazon's Middle Mile / Surface Transportation operations.
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