RAD IT Operations Area Manager:

The RAD IT Operations Area Manager role within Amazon Ops Tech Solutions is a critical operations management position focused on delivering operational excellence through team leadership, process execution, and performance management. This role oversees daily IT equipment operations within RAD facilities, ensuring all device handling, triage workflows, and inventory processes meet the highest operational standards.

Key Job Responsibilities:

Team Leadership & Development:

Lead a team of IT technicians, providing coaching, mentorship, and fostering a collaborative work environment to ensure consistent delivery of operational targets and service level agreements. Partner with cross-functional teams including Operations, Supply Chain, and Logistics to coordinate seamless workflow execution.

Operational Execution & Process Management:

Execute business-critical operational tasks including end-user equipment provisioning, RMA (Return Merchandise Authorization) processing following established triage procedures, device inventory management, and accurate data recording to support RAD Operations processes. Ensure team adherence to documented troubleshooting workflows and organizational policies.

Performance Management & Operational Excellence:

Drive operational excellence through daily performance monitoring, backlog management, and SLA compliance. Lead incident response coordination and escalation management, continuously improving process adherence to minimize disruptions. Implement operational best practices, establish robust metrics tracking and reporting mechanisms, and proactively identify workflow bottlenecks before they impact service delivery.

Stakeholder Coordination & Business Partnership:

Collaborate with business leaders and operations partners, providing operational insights and demonstrating the value of efficient IT operations in achieving organizational goals. Communicate with senior management through regular updates, performance reports, and data-driven recommendations to support decision-making.

A Day in the Life:

A RAD IT Operations Area Manager starts by reviewing operational dashboards, tracking asset processing metrics, backlog levels, and service level agreement performance. They identify potential blockers in equipment repair and deployment workflows, coordinating with stakeholders to ensure timely resolution. Throughout the day, they monitor work queues, verify process compliance, balance workload across team members, and optimize team performance against UPH (Units Per Hour) targets.

The manager conducts 1:1 meetings with team members, discussing career development opportunities, providing performance feedback, and supporting individual growth plans. They actively listen to team input, demonstrate empathy, and create an inclusive environment that balances operational demands with employee well-being.

By day's end, they've driven customer outcomes through operational delivery, managed risks through proactive escalation, and supported team success through effective resource allocation and performance coaching.

Basic Qualifications:

• Experience leading operations teams as an area manager or operations manager
• Experience in operational process management and performance tracking
• Bachelor's degree or equivalent, or experience in professional or military settings
• Experience hiring, developing, and managing high-performing operational teams
• Experience coaching and mentoring at the management level
• Experience reviewing and analyzing operational metrics to identify performance improvement opportunities
• Experience in Diversity, Equity, and Inclusion (DEI)
• Experience leading task prioritization, team scheduling, time management, and meeting operational deadlines
• Experience managing conflict, escalations, negotiating compromise, and problem-solving with cross-functional teams
• Experience managing teams who deliver on defined operational goals and timelines
• Speak, write, and read fluently in English

Preferred Qualifications:

• 4+ years of professional or military experience in operations management

• Experience with IT equipment handling, device lifecycle management, or technical operations environments

• Familiarity with inventory management systems and operational reporting tools

Key job responsibilities
Lead a team of talented IT professionals, providing guidance, mentorship, and fostering a collaborative work environment to ensure the delivery of high-quality support and innovative solutions. Collaboration with cross-functional teams, including Operations, Operations Engineering, and Supply Chain.

Execute business critical IT tasks such as end user equipment configuration, RMA troubleshooting repair and replacement, document the troubleshooting process and keep the organization policies up to date, record accurate device level information and provide IT support to RAD Operations processes.

Key driver of operational excellence, leads incident management and root cause analysis efforts, continuously enhancing processes to minimize disruptions and enhance the overall reliability of IT systems. Implements best practices, establish robust data capturing and reporting mechanisms, and drive proactive measures to identify and address potential issues before they impact operations.

Collaborates with business leaders, providing strategic guidance on IT initiatives and demonstrating the value of IT services in achieving organizational goals. Liaises with senior management, presenting updates, insights, and recommendations to drive data driven decision-making.

A day in the life
A RAD IT Execution Manager starts by reviewing operational dashboards, tracking asset processing metrics and service level agreements . They identify potential blockers in equipment repair and deployment workflows, ensuring timely resolution. Throughout the day, they audit work queues, verify process adherence, and optimize team performance.
The manager conducts 1:1 meetings with team members, discussing career development opportunities, providing performance feedback, and supporting individual growth plans. They actively listen to team input, demonstrate empathy, and create an inclusive environment that balances work responsibilities with employee well-being.
By day's end, they've driven customer outcomes, managed risks, and supported team success.

Basic Qualifications

• 1+ years of employee and performance management experience
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts

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.