Lead continuous improvement for Under the Roof operations across AMZL Brazil's delivery station network as we scale to serve millions of customers nationwide. As Program Manager for UTR Continuous Improvement, you will be the Subject Matter Expert for all in-station processes from Inbound through RTS, driving operational excellence through Gemba walks, Kaizen events, and Lean Six Sigma methodologies that deliver measurable improvements in quality and productivity.

This role combines deep operational expertise with systematic problem-solving, working directly with delivery station teams to identify waste, optimize processes, and implement automation solutions. You will own UTR SOPs, conduct regular Gemba walks, lead rapid improvement events, and partner with technology teams to automate manual processes—directly impacting First Pass Yield, productivity metrics, and customer delivery experience.

Serve as SME for all UTR processes including Inbound, Sortation, Pick & Stage, Dispatch, Problem Solve, and RTS
Drive continuous improvement through Gemba walks, Kaizen events, and Lean Six Sigma methodologies (DMAIC, PDCA)
Monitor and improve quality metrics including First Pass Yield, Inducted Not Containerized, and Dispatch Left Behind
Identify automation opportunities and partner with technology teams to implement solutions that enhance productivity
Own process documentation, standard work definition, and SOP maintenance across all delivery stations

Key job responsibilities
Process Ownership & Continuous Improvement Serve as Subject Matter Expert for all UTR SOPs including Inbound, Sortation, Pick & Stage, Dispatch, Problem Solve, and RTS. Own process documentation, standard work definition, and SOP maintenance while ensuring process compliance through audits and operational reviews. Conduct regular Gemba walks at delivery stations to identify improvement opportunities through direct observation and engagement with frontline teams. Lead Kaizen events to drive rapid process improvements with measurable impact on quality and productivity. Apply Lean Six Sigma methodologies including DMAIC and PDCA to solve operational problems systematically. Facilitate POI (Process Optimization Initiative) submissions and implementation, tracking results and scaling successful improvements across the network.

Metrics Monitoring & Performance Improvement Monitor UTR quality metrics including First Pass Yield, Inducted Not Containerized, Stow Rate, Pick Rate, and Dispatch Left Behind across all delivery stations. Track productivity metrics measuring Packages Per Hour (PPH) across all process paths. Identify performance gaps through data analysis and operational observation. Develop improvement plans to drive metric improvements through process optimization and waste elimination. Conduct root cause analysis for quality defects and productivity bottlenecks. Implement corrective actions and measure effectiveness through before/after analysis.

Automation & Technology Partnership Identify automation opportunities for UTR processes by analyzing manual tasks, bottlenecks, and error-prone activities. Partner with technology teams to design and implement automation solutions that enhance quality and productivity. Measure automation impact through rigorous data analysis, quantifying improvements in cycle time, error rates, and labor productivity. Create business cases for automation investments, demonstrating ROI and scalability potential. Support technology rollouts by developing training materials and change management plans for delivery station teams.

A day in the life
You conduct a Gemba walk at a São Paulo delivery station, observing the Pick & Stage process and identifying opportunities to reduce Dispatch Left Behind through better staging layouts. You facilitate a Kaizen event with the operations team, using DMAIC methodology to address issues —documenting current state, analyzing root causes, and designing countermeasures that the team implements immediately.

You analyze UTR quality metrics across all Brazilian delivery stations, identifying a trend of increasing Inducted Not Containerized rates at specific nodes. You conduct root cause analysis using Fishbone diagrams and Pareto charts, discovering process compliance gaps that you address through SOP updates and targeted training. You partner with the technology team to evaluate an automation solution for Problem Solve processes, reviewing pilot results and creating a business case for network-wide implementation.

You update UTR SOPs based on recent process improvements, ensuring standard work documentation reflects current best practices. You review POI submissions from delivery station teams, providing feedback and prioritizing initiatives with highest impact potential. Throughout your work, you translate operational observations into systematic improvements that enhance quality, productivity, and customer experience across the AMZL Brazil network.

About the team
AMZL Brazil's Continuous Improvement team is the operational excellence engine for our delivery station network. We are the guardians of process quality and efficiency—ensuring every package moves through our stations with speed, accuracy, and care. Our work directly impacts millions of customer deliveries across Brazil's diverse geography.

Basic Qualifications

• Bachelor's degree
• Knowledge of Excel (Pivot Tables, VLook Ups) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements
• Experience in program or project management
• Experience working cross functionally with tech and non-tech teams
• Experience in defining and implementing process improvement initiatives using data and metrics
• Experience in English-language communication skills, both written and verbal

Preferred Qualifications

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules
• Experience in driving end to end delivery, and communicating results to senior leadership
• Experience in process improvement

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