Amazon Freight is looking for a self-starter Senior Operations and Support Manager to launch its operations and customer support team in Cairo, Egypt and establish a strategic hub for our rapidly expanding European freight network.

This role leads the Cairo-based Amazon Freight EU Operations team. The team is responsible for planning and scheduling the transport orders placed by our customers and providing them with support at each step of their journey.
As a Senior Leader within AF EU Operations, you will be responsible for driving key improvements and enhancements to Amazon Freight's existing operations while simultaneously launching and scaling our Cairo customer support site. A successful candidate should be able to see the big picture to find the best solution for Amazon, think long term, and influence Senior Leadership.

Key job responsibilities

Site Establishment and Foundation Building:

• Lead the ground-up establishment of Amazon Freight Customer Support Operations in Cairo
• Design and implement operational workflows, processes, and systems tailored for the Cairo site while maintaining alignment with Amazon Freight EU standards
• Define and establish key performance indicators and operational metrics to measure site success and drive continuous improvement

Talent Acquisition & Team Building:

• Build and hire a team of high-calibre operations and customer service professionals to support the EU customer base
• Partner with local teams to establish efficient recruiting pipelines for multilingual talent
• Develop onboarding and training programs that ensure new hires are set up for success from day one
• Ensure seamless integration between Cairo operations and other AF EU operations sites

Stakeholder Management & Communication:

• Serve as the primary liaison between AF EU leadership and Cairo site
• Represent Cairo customer support team in AF EU strategic planning and decision-making forums

Operational Excellence & Delivery:

• Shape the operational strategy for Amazon Freight
• Drive operational rigor and ensure key performance indicators are met consistently
• Be hands-on in driving the delivery of critical business initiatives

Continuous Improvement & Innovation:

• Together with your team, identify and drive continuous improvement initiatives for the business
• Champion innovation and experimentation

About the team
The Amazon Freight provides transportation services for external customers that use the logistics network we built for Amazon to deliver freight safely, on time and at competitive costs. We offer businesses of all sizes access to the same network of carriers, technology infrastructure and tools that Amazon uses to move thousands of loads daily. Amazon Freight spins Amazon's broader flywheel by utilizing empty miles by bringing in freight that flows complementary to our existing network.
As Amazon Freight is a scaling business, this role requires flexibility, adaptability, and a keen understanding of evolving landscapes.

Basic Qualifications

• 5+ years of program or project management experience
• 5+ years of supply chain experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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