The Central Flow Team supports North America Customer Fulfillment and is responsible for managing the workflow of customer orders across multiple shipping processes. We focus on managing customer experience while minimizing fulfillment cost. The primary goal of the team is to execute efficient and effective workflow management through partnership with site leaders. Additionally, Central Flow supports innovation in fulfillment to drive the business forward and is a conduit to channel best practices across the network for real-time process improvement, supporting network wide initiatives at the speed the business requires. The team moves at a fast pace and embraces the Amazon culture of work hard, have fun, make history!!
The Area Manager – Central ISS has complete responsibility for Central Inbound Support Service (CISS) operations and functional process responsibilities within the CISS Team across multiple shifts. CISS is a division of Central Flow that leads ISS Teams across the AR Sortable network. This position requires a candidate with the proven ability to drive process improvements and the ability to keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment.
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven leaders. Operations is at the heart of what we do, delivering hundreds of thousands of items each day and fulfilling customer orders from all over the world.
Key job responsibilities
- Lead and supervise Team Leaders and a team of Central ISS Leads
- Partner with the Program Manager and Team Leaders to develop a data-driven decision-making culture within the team
- Provide direction to build tools that drive data-driven decision-making
- Organize meetings and training programs and ensure all team members are updated on all new rollouts
- Hold weekly performance management meeting
- Provide detailed recommendations on ISS standard work, staffing requirements, and upcoming process improvements
- Teach different metrics to the team and significance of each metric(s) and how they tie to the overall purpose
- Provide professional development for Team Leads and reports
- Oversee ISS productivity and SLA performance of all AR Sortable FCs in North America
- Perform strategic planning and forecasting, appraise performance, reward and discipline employees, resolve problems, and address staffing needs
- Work with SME Teams to continuously improve standard work strategies
- Identify best practices and roll out to the network
- Develop Strategies for peak staffing
- Identify, scope, implement and track strategic projects that lead to overall performance improvement of the sites
