The Senior Cluster Manager will oversee and manage day-to-day operations across multiple delivery clusters, ensuring optimal efficiency, service quality, and adherence to established operational standards and protocols. A critical aspect of this role involves building, recruiting, mentoring, and managing high-performing teams of delivery personnel, supervisors, and support staff while fostering a culture of accountability, continuous learning, and professional growth.

The incumbent will be responsible for tracking and analyzing key performance indicators (KPIs) including delivery times, order accuracy, customer satisfaction scores, and cost efficiency, implementing strategies to continuously improve operational metrics. Logistics and route optimization will be a core focus, requiring coordination and optimization of delivery routes, inventory distribution, and resource allocation to maximize delivery speed, reduce operational costs, and improve overall efficiency.

Quality assurance and compliance are paramount responsibilities, necessitating the implementation and maintenance of quality control measures, ensuring compliance with company policies, regulatory requirements, and safety standards across all clusters. The Senior Cluster Manager must drive customer-centric initiatives to enhance satisfaction levels, manage customer feedback, and resolve escalated issues promptly and professionally.

Financial stewardship is essential, as the role requires monitoring cluster budgets, optimizing resource allocation, controlling operational expenses, and ensuring profitability targets are met. The position demands strong stakeholder collaboration, working closely with cross-functional teams including finance, HR, technology, and senior management to align cluster operations with organizational objectives and strategic goals.

Finally, the Senior Cluster Manager will identify operational bottlenecks, analyze root causes, and implement data-driven solutions for continuous improvement and operational excellence. Regular preparation of performance reports, analysis of operational data, and presentation of actionable insights to senior management will support strategic decision-making and organizational growth.

Basic Qualifications

• 2+ 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

Preferred Qualifications

• 1+ years of performance metrics, process improvement or lean techniques experience

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