Channel Relationship Manager, AMZL - Karnataka

Amazon.com, Inc. is a US-based multinational electronic commerce company headquartered in Seattle, Washington. Jeff Bezos founded Amazon.com, Inc. in 1994 and launched it online in 1995. Amazon.com started as an online bookstore, but soon diversified, selling DVDs, CDs, MP3 downloads, computer software, video games, electronics, apparel, furniture, food, and toys. Amazon has established separate websites in Canada, the United Kingdom, Germany, France, Italy, Japan, and China. Today, as a market leader in online retail, Amazon product lines include Amazon.com, A9.com, IMDb, Kindle, Amazon Web Services, Alexa.com, Audible.com, A2Z Development, Alexa Internet and Endless.com.
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. Amazon has great opportunities to pursue a career as a leader in Operations Management. We know that learning through experience is what transforms talented people into great leaders. Our roles are designed to accelerate the growth of leaders through challenging field experiences that stretch individual capability. Our Operations environment presents the candidates with great challenges in dealing with front line management, and driving scalable and continuous improvements across our Fulfillment Centers, Supply Chain & Transportation execution teams.
Amazon is seeking a Channel Relationship Manager to work with our Last Mile Team managing end to end station operations and channel partner management.
Primary Responsibilities
· Act as the custodian of the processes & SOPs for the allotted program and consistently challenge and innovate to improvise the existing ones. Provide out of the box solutions for to enhance quality standards, reduce waste, and eliminate unnecessary work.
· Primarily responsible for coordinating with cross-functional teams and vendors to deliver customer orders through the last mile network.
· Responsible for in-bound, outbound, delivery, returns and forward leg pick-ups, capacity utilization , network optimization & contingency planning.
· Ensure high all around performance in quality and customer experience through our last-mile delivery and pick-up operations.
· Liaise with training teams to develop and update training materials on an ongoing basis to incorporate the latest relevant content for transition to a problem-solving culture.
· Ensure new processes are communicated to relevant stakeholders and implemented in a timely manner and are standardized across locations. Perform continuous process evaluation to ensure sustainment
· Ensure a data driven approach to solve problems and to develop solutions to reduce losses and optimize operational cost.

Additional responsibilities may include:
· Developing standard operating procedures.
· Direct accountability for setting and meeting operational goals, strategic planning and forecasting
· Leading process improvements

Demonstrated Abilities:
We are looking for smart and analytical people, who are passionate about operations, to join the Operations team at Amazon India. This role is for those candidates who thrive on driving change, building an organization and leading through others, by giving them a direct management assignment in our Operations Services and Technology Centers. Ideal candidates for this program are expected to leverage their strong analytical skills, communication, and think big.

Key job responsibilities
Process & SOP Ownership
Serve as the custodian of all processes and SOPs for the assigned program. Continuously challenge, refine, and innovate existing workflows to enhance quality, reduce waste, and eliminate non-value-added activities through creative, out-of-the-box solutions.

Cross-Functional Coordination
Collaborate with internal teams and external stakeholders to ensure seamless execution of last-mile operations and timely delivery of customer orders.

End-to-End Operations Management
Oversee in-bound, outbound, delivery, returns, forward-leg pick-ups, capacity utilization, network optimization, and contingency planning to drive operational efficiency.

Partner Management
Manage relationships with delivery partners and vendors to ensure alignment with performance standards, compliance requirements, and capacity needs. Drive accountability, monitor performance metrics, and enable partners with support and guidance to meet operational goals.

Quality & Customer Experience Excellence
Drive high performance in quality metrics and customer experience across last-mile delivery and pick-up operations.

Training & Capability Building
Work with training teams to develop, improve, and update training materials, embedding a culture of problem-solving and continuous learning across the network.

Data-Driven Problem Solving
Use data insights and analytics to identify root causes, reduce losses, improve productivity, and optimize operational costs through structured problem-solving.

A day in the life
Reviews previous day’s metrics across inbound, outbound, delivery, returns, and customer experience.
Leads the Daily Business Review (DBR) to discuss performance gaps, root causes, capacity, and action plans.
Coordinates with cross-functional teams and delivery partners to ensure smooth last-mile operations.
Monitors real-time execution, resolves escalations, and activates contingency plans when required.
Ensures SOP adherence, drives process standardization, and evaluates improvement opportunities.
Works with training teams to update materials and reinforce a problem-solving culture.
Ends the day by updating dashboards, tracking actions, and preparing insights for the next DBR.

Basic Qualifications

- 2+ years of employee and performance management experience
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience

Preferred Qualifications

- 1+ years of performance metrics, process improvement or lean techniques experience

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.