OTR Continuous Improvement Manager, AMZL PSX

Job description

from Amazon careers

Drive last mile delivery excellence across AMZL Brazil's expanding network as we scale operations to serve millions of customers nationwide. As Program Manager for OTR Continuous Improvement, you will be the Subject Matter Expert for all On the Road processes from dispatch through delivery to RTS, leading continuous improvement through Gemba walks with Delivery Associates, Kaizen events, and systematic optimization of quality and productivity metrics across DSP, EDSP, AMPL, Flex and AMXL channels.

This role combines deep last mile operational expertise with hands-on continuous improvement methodologies, working directly with Delivery Service Partners and drivers to eliminate waste, optimize delivery processes, and enhance driver experience. You will own OTR standard work documentation, conduct field observations, lead rapid improvement events, and partner with Station Operations and Central teams to drive end-to-end process optimization that directly impacts customer delivery experience.

Key job responsibilities
- Serve as SME for all OTR processes including Dispatch, On-Road Operations, Delivery, RTS, and Debrief across all delivery channels
- Drive continuous improvement through Gemba walks with Delivery Associates and DSPs, applying Lean methodologies to eliminate waste
- Monitor and improve quality metrics including OODT, PNOV, Service Type Compliance, and Perfect Honor Rate
- Track delivery success metrics (FDDS, FTDS, Delivery Attempts, DNR) and productivity metrics (DPPH, SPR, Route Adherence)
- Partner with DSPs to improve operational performance and support driver training and capability building programs

A day in the life
You review OTR quality dashboards analyzing OTD, PNOV, and DPPH trends to identify stations needing attention. You conduct Gemba walks with Delivery Associates, observing dispatch, delivery execution, and RTS processes to spot improvement opportunities firsthand. You facilitate Kaizen events with DSP teams, applying Lean methodologies to eliminate waste and improve Route Adherence and First Time Delivery Success. You partner with DSPs on performance reviews, co-developing driver training plans based on field observations. You collaborate with Station and Central Operations on end-to-end process optimization, updating OTR standard work documentation to ensure consistency across all delivery channels.

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 or equivalent qualification in Math, Engineering, Science or Business
- Speak, write, and read fluently in English
- Speak, write, and read fluently in Portuguese
- Experience leading cross-functional projects and managing large, complicated programs
- Experience developing operational processes and technologies
- Experience with data and analysis tools including Microsoft Excel and SQL
- Experience leading change in multiple site environments and influenceing those that are not direct reports or within your organization
- Experience leading process improvement, systems development, and project management
- Willingness to travel to operational sites

Preferred Qualifications

- Experience in program management, logistics, operations, supply chain, transportation, or equivalent
- Experience in handling operations teams and establishing new processes
- Experience using data, reporting, or tools to measure performance and make adjustments accordingly

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