Have you ever ordered a product on Amazon and had it delivered to a pick up Locker and wondered how we know the box will fit, the slot will be available and exactly when it will arrive? Are you curious about what kinds of systems and processes must be running behind the scenes to power the whole operation? Then this role is for you. Access Points is seeking an exceptional, scale up focused analyst who will be responsible for quality improvement in last mile delivery operations for our fast growing business in Amazon Lockers and Counter Pickup across Mexico.

Amazon Access Points is a fast grown entrepreneurial business that uses technology to provide safe, secure and convenient pickup and return options. Our business channels include, delivery lockers and phone based apps to complete deliveries. We are developing exciting new partnerships for store locations and new ideas like package-less returns to reduce costs, manage our environmental impact and make the process easier for our customers.

The ideal candidate will be a strong advocate for customers, have a natural passion to learn and be curious and have a bias for action to drive continuous improvement in package delivery quality. This role requires strong cross-functional communication skills to effectively partner with Product, Technology, Marketing and Operations teams to pioneer new processes, improve delivery technology and delight customers. The successful candidate will have the attitude of a data detective combined with strong analysis skills and a problem solving mindset.

We care about your career growth, too. As part of a global team you will have the opportunity to influence and drive global strategies. You'll work across multiple functions and teams giving you a wide variety of career growth opportunities. Whether your goals are to explore new technologies, take on bigger problems, or get to the next level, we’ll help you get there. Our business is growing fast, and our people will grow with it.
#Amazon Mexico

Key job responsibilities

• Become an expert in Access Points operations and identify the biggest opportunities to optimize customer shipments (delivery accuracy, speed & cost.)
• Own the day-to-day performance with transportation carriers – drive for constant improvement of key performance metrics.
• Manage escalations from business units, individual programs, SDS agents, ORQ agents and carrier POC’s with minimal oversight. Prioritize appropriately, route to appropriate teams, and drive for fast resolution.
• Structure and manage weekly meetings with carriers. Drive for quality for Amazon customers while preserving carrier relationships and continuously improving the program for both.
• Dive Deep on issues. Define problems, identify and obtain the necessary data, synthesize solutions, and communicate them clearly to the right audience
• Investigate quality related escalations from internal and external customers, find the root cause and develop sustainable solutions so the defect can’t happen again.
• Identify opportunities to deliver step-changes in the quality of last mile delivery performance through configuration, parameter adjustment, and product improvements, track the realized savings and impacts, and communicate results with senior leaders.
• Develop materials, reporting and tools for customer service, delivery drivers, internal/external partners

Basic Qualifications

• 2+ years of program or project management experience
• Bachelor's degree or equivalent
• Speak, write, and read fluently in English

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
• Experience using Microsoft Projects software
• Experience with material handling systems (MHS) installation, operation and maintenance
• Experience working in an analytical environment with cross-functional teams

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.