Senior Customer Success Specialist - AI-First Organization Portfolio Leader, Customer Success Center of Excellence

The Amazon Logistics team is looking for an On the Road Manager to join the AMZL Brazil team at our delivery station (Delivery Station) in São Jose - SC.

As On the Road Manager, you'll be responsible for leading and optimizing last-mile operations, ensuring operational excellence at every stage of the delivery process. Your role will involve the loading operation and delivery performance with the Operations and Delivery Service Providers (DSPs) team.

You will be part of a highly collaborative, dynamic and innovative environment where ideas are valued and experimentation is encouraged. Our goal is to find creative and practical solutions to deliver the best results to our clients.

We seek professionals with a history of excellence in quality and customer focus, who thrive in fast and challenging scenarios, and who are ready to work in contexts of high ambiguity and constant change.

If you like challenges and are prepared to lead and deliver results in an environment that combines the dynamism of a start-up with the structure of a large company, we want to meet you!

Key job responsibilities
• Oversee the preparation and execution of the loading process, ensuring compliance with standard operating procedures and managing exceptions to minimize delays
• Coordinate the loading process of Flex and Hub operations
• Conduct previous day review analysis, leading calls with operational teams and developing action plans for continuous improvement
• Perform Gemba walks on loadout and on-road monitoring to identify process gaps and implement corrective actions
• Monitor, optimize, improve, and manage operational performance metrics for On the Road
• Manage and reduce delivery failures, including RTS (Return to Station), BC (Closed Establishment), UTA (Unable to Access), and UTL (Unable to Find)
• Communicate daily metrics and report exceptions to other Operations departments as needed
Basic qualifications
• Complete Higher Education in Engineering, Management, Operations or related areas;
• Experience in Operations in segments such as Logistics, Manufacturing, General Industry and related areas;
• Experience with people management;
• MS Office, with intermediate level in Excel (vlookup, advanced formulas, dynamic tables, macros);
• Availability to work 12 hour 4x3 shifts, including weekends and holidays;
• Intermediate English and fluent Portuguese;
Preferred qualifications
• E-commerce experience;
• Knowledge in project or process management
• Advanced English (Required interview steps in English)

Basic Qualifications

- Speak, write, and read fluently in English
- Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
- Work flexible hours as business demands, including overnight, weekends and holidays
- Bachelor's degree or above in Engineering (any domain), Operations, Business Administration, or a related field
- Experience in Engineering, Operations, Business Administration, or a related field
- Experience in people management

Preferred Qualifications

- Experience with e-commerce
- Knowledge of basic and systematic approaches to manage projects/programs

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