Program Manager - Network Operations Center (NOC) Relay Operations

Program Manager I, NOC Relay Ops

Looking for a career at a company that seeks to be Earth’s most customer-centric company? If so, meet Amazon.

Over the past 20+ years, Amazon has reinvented on behalf of customers and has become the largest internet retailer and marketplace in the world. Through our entrepreneurial culture, Amazon has developed new technologies and products (like Echo) and, enterprise services (like Amazon Web Services). APEX NOC (Network Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon's transportation network. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving, NOC 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, Relay Ops 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.

Responsibilities of Program Manager under Relay Ops/NOC
We are looking for an experienced Program Manager to coordinate and lead efforts across operations, multiple technology and program teams. We're looking for a hands-on and motivated self-starter who's passionate about using data to help us measure every area of the business, drive efficiencies, optimizations and influence decision-making.

A Program Manager is expected to have deep functional knowledge, ability to design new program frameworks/processes and running defect reduction programs. He should be proficient, in identifying the input and output metric to gauge the success of a program. In this role, he will work with business and operations team to analyze historic results, challenge status quo and make business recommendations to senior management based on those analyses – all in an environment of rapid growth and increasing complexity. The Program Manager will drive improvements to the reporting tools, methods, and processes utilized by the team to increase the availability and granularity of actionable data to internal and external partners.

The successful candidate must have analytical skills and expert in excel. Knowledge of SQL and tools like R/Python would be an added advantage. He/she will be experienced at working with large data sets and the technical tools needed to work with them. He/she will have superb communication and customer-relationship skills, good analytic insight, and be a passionate advocate of operations team to other stakeholders. He/she will drive towards simple, scalable solutions to difficult problems, have excellent project-management skills, and be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way.

What are we really looking for?
• You should be very analytical and be able to justify your decisions and approaches with data
• You should be able to deal with a high degree of ambiguity
• You should be able to take a complex problem and break it down to smaller digestible chunks
• You should be able to define a logical and step by step approach to achieving assigned goals
• You should be comfortable with processes and process design/analysis
• You should have the ability to influence without authority and do so by using data and facts
• You should be able to deal with varied stakeholders and earn their trust
• You are mature and able to function independently with limited guidance
• You should be willing to work in rotational shifts
• Languages proficiency (mandatory) – English.

Key job responsibilities
The incumbent will own the following -
1) They will be responsible for working with supply chain execution, transportation, FC, carriers and other Amazon teams to identify pain points and scope out large high impact projects
2) They will be responsible for driving cost benefit analysis and go/no-go decisions on various initiatives
3) Once a go decision is made, the program manager will work to evolve a plan and timeline for execution.
4) The program manager will develop a roadmap and metrics to measure progress of the initiative they own. They will also own writing reports that detail the progress to leadership on a frequent basis
5) They will liaise across functions to drive their project and help clear issues and bottlenecks.
6) They will work with technology teams to scope out and drive any tech changes that are needed

Other than this, the PM I is required to :
A. Cost Reduction Strategy:
(a) Develop and implement strategies to reduce costs in the transportation business
(b) Analyze and optimize adhoc share, number of trips, and truck utilization
(c) Participate in and contribute to WBR meetings with the core group

B. Network Optimization:
(a) Work on improving network design
(b) Optimize NOC Governance Mechanism
(c) Improve RLB adoption and truck utilization

C. Forecasting and Scheduling:
(a) Analyze and act on Frequent Adhoc & Frequent Cancellation (FAFC) trends
(b) Optimize schedule capacity and reduce adhoc share

D. Cost per Trip Reduction:
(a) Address issues leading to increased cost per trip collaborate with all the miles to reduce unloading delays
(b) Improve RLB conversion rates and manage manual adhoc rates

E. Cross-functional Collaboration:
(a) Work closely with FC, SC, EWH, and other teams to implement improvements
(b) Coordinate with tech teams for necessary system enhancements
(c) Manage stakeholder relationships and secure buy-in for new initiatives

F. Data Analysis and Reporting:
(a) Conduct cost-benefit analyses for proposed initiatives
(b) Create and maintain performance dashboards
(c) Provide regular updates on KPIs and project progress

G. Continuous Improvement:
(a) Identify new opportunities for cost reduction and efficiency improvement
(b) Plan and execute pilot projects to test new ideas
(c) Scale successful initiatives across the network

This role requires a combination of strategic thinking, analytical skills, project management expertise, and cross-functional leadership to drive significant improvements in the linehaul network's efficiency and cost-effectiveness.

About the team
NOC (Network Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem-solving NOC 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, NOC 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.

About the team
NOC (Network Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem-solving NOC 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, NOC 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.

Basic Qualifications

- 2+ years of program or project management experience

Preferred Qualifications

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document

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Experience Level

Mid Level