Highlights
You will own end-to-end shift execution at an SSD fulfillment site, leading a team of Process Assistants (PAs) and hourly associates to deliver on our promise of ultra-fast fulfillment across Same-Day, Sub-Same-Day, and Rush delivery windows. Shift Ownership: Lead daily operations across one or more shifts, managing labor planning, workflow balancing, and real-time adjustments to meet CPT (Customer Promise Time) windows - including Rush, Same-Day, and overnight cycles.
Numbers & Facts
| Location | Elkridge, MD |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
Description
The Manager II, Operations is a front-line leadership role within Amazon"s SSD network - one of our fastest-growing and most customer-obsessed delivery channels. You will own end-to-end shift execution at an SSD fulfillment site, leading a team of Process Assistants (PAs) and hourly associates to deliver on our promise of ultra-fast fulfillment across Same-Day, Sub-Same-Day, and Rush delivery windows.
This role operates in a high-velocity, time-critical environment where every minute matters. You"ll balance safety, quality, productivity, and customer experience while driving continuous improvement across inbound, pick, pack, and outbound operations.
Key job responsibilities
- Shift Ownership: Lead daily operations across one or more shifts, managing labor planning, workflow balancing, and real-time adjustments to meet CPT (Customer Promise Time) windows - including Rush, Same-Day, and overnight cycles.
- Team Leadership: Manage and develop a team of Process Assistants and 50-100+ hourly associates. Coach, mentor, and hold the team accountable for performance, attendance, and professional growth.
- Safety Culture: Create and sustain a culture of safety and well-being. Drive compliance with Amazon"s safety standards, conduct audits, and lead incident investigations and corrective actions.
- Operational Performance: Own key site metrics including Units Per Hour (UPH), Throughput Per Hour (TPH), DPMO (Defects Per Million Opportunities), on-time dispatch, dwell time, and late-slam performance.
- Continuous Improvement: Identify process bottlenecks and implement Kaizen, Lean, or Six Sigma-based improvements to streamline workflows, reduce waste, and increase efficiency.
- Cross-Functional Collaboration: Partner closely with PXT (HR), Safety, RME (Reliability Maintenance Engineering), and Transportation teams to ensure seamless shift operations and site readiness.
- Customer Obsession: Monitor and react to real-time order volume, demand signals, and delivery promise adherence. Escalate risks and own contingency plans to protect the customer experience.
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles