Description External Fulfillment supports AU Operations in identifying the best ways to fulfill products that Amazon FCs (Fulfillment Centers) cannot currently support. The role includes interfacing with Vendors, Sellers, Third Party Logistics (3PL) providers, Third Party Transport providers and being the main POC for all internal teams such as Transportation, Sort Centres, Retail, FBA and Supply Chain. The main tasks will be management, control and direction for First Mile operations. The main objective is to continuously improve the level of service that First Mile operations provide to our customers. The First Mile Ops Manager will be responsible for day to day operations, launch of new nodes, and continuous improvement projects within the External Fulfillment solutions team and will contribute to the development of Amazon’s flexible & customer-centric fulfillment. Key job responsibilities • Manage and control performance, cost and capacity of First Mile operations • Monitor and analyze customer experience and delivery performance, maintain and develop KPIs and SLAs for the service • Contribute to process improvements and cost optimization initiatives in collaboration with internal and external stakeholders • Prioritize projects and software feature requests, evaluate and set stakeholder expectations • Ensure for each integration that requirements and resources both internal / external are available to deliver success • Work closely with technical development teams to deliver features which are customer-focused, scaleable, auditable and iteratively developed • Possesses combination of practical and intellectual skills and an ability to shift, and adapt to different tasks that vary between complex analyses and hands-on project and operations management • Strong focus on quantitative data working with large datasets and able to use the appropriate software for this scale • Willingness to travel to Vendor, Seller, 3PL and AU AFN sites Basic Qualifications - Bachelor's degree in business, engineering, operations, supply chain, transportation logistics - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience in analyzing data to drive decisions - 3+ years of working cross functionally with tech and non-tech teams experience - 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Experience defining program requirements and using data and metrics to determine improvements Preferred Qualifications - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of managing stakeholders in cross-functional project experience - 3+ years of driving process improvements experience - Experience in complex problem solving, and working in a tight schedule environment - Experience in leading large, cross functional projects Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement: Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.