First Mile Process Specialist, Amazon Customer Excellence System (ACES)

As a Process Specialist for Amazon's First Mile operations, you will be the guardian of quality control for our Vendor Flex, Seller Flex, and Easy Ship programs at Earth's most customer-centric company! You will be responsible for the adoption and continuous improvement of Standard Operating Procedures (SOPs) across our First Mile network in Brazil.

You will work with teams across Operations, Learning, Finance, Transportation, and other supporting functions to find defects and opportunities, measure performance, and track changes. As an ACES Process Specialist, you are the Subject Matter Expert on all First Mile processes and are expected to catalog and share this expertise with your stakeholders in a clear and scalable manner.


Key job responsibilities
• Being the Subject Matter Expert (SME) on all First Mile operational processes (Vendor Flex, Seller Flex, Easy Ship);
• Leading process integration efforts at First Mile nodes (VF/SF/ES sites);
• Leading Continuous Improvement initiatives, Kaizens, Root Cause Analysis, and process standardization across programs;
• Owning and managing change on a granular level across the First Mile network;
• Performing audits to ensure continuous SOP adoption and eliminate defects and deviations;
• Working with teams both inside and outside of Operations to identify opportunities for improvement;
• Supporting new site launches and program expansions with process documentation and training;
• Ensuring we are always delivering the best possible service to our customers and sellers.

A day in the life
You will be working closely with all First Mile Ops teams to offer support and expertise and gain insight into bottlenecks and opportunities for improvement. Some of these teams include:
• Vendor Flex Operations;
• Seller Flex Operations;
• Easy Ship Operations;
• External Fulfillment (EF) leadership;
• Learning;
• Finance;
• Loss Prevention;
• Transportation & Middle Mile.
You will also work with your counterparts in other geographies to benchmark our processes and ensure conformity with Amazon Standard Work.

About the team
The Amazon Customer Excellence System (ACES) team is a team of highly qualified individuals whose main goal is to safeguard the quality and productivity of our operations and find ways to continuously improve and innovate. We do this by keeping a close eye on metrics, making sure that we are constantly raising the bar on performance and efficiency.

Our First Mile ACES team supports the Vendor Flex, Seller Flex, and Easy Ship programs — key pillars of Amazon's External Fulfillment strategy in Brazil. With aggressive growth plans for upcoming years, this is a high-impact role where you will help shape the operational foundation of our fastest-growing fulfillment channel.

Join us on this journey and be a part of something exciting from Day 1!

Basic Qualifications

- Bachelor's degree
- Experience in program or project management
- Experience working cross-functionally with tech and non-tech teams
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining and executing program requirements and using data and metrics to determine improvements
- Experience with Six Sigma, lean manufacturing, or experience with Six Sigma tools and Lean techniques
- Speak, write, and read fluently in English
- Experience in defining and implementing process improvement initiatives using data and metrics;

Preferred Qualifications

- Experience in program management, logistics, operations, supply chain, transportation, or a related field
- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience working with multiple groups of stakeholders
- Experience identifying and resolving complex issues
- Experience with 3PL (Third-Party Logistics) or marketplace seller operations;
- Experience building processes, project management, and schedules;
- Six Sigma / Lean certification;
- Familiarity with Vendor Flex, Seller Flex, or Easy Ship programs;

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.