Amazon is looking for a motivated individual for the profile of ACES (Amazon Customer Excellence Systems) Program Manager for its AMET operations team. The candidate should enjoy getting their hands dirty, working on the floor to conduct time and motion studies, driving process standardization, and identifying optimization opportunities within UTR (Under The Roof) operations across Amazon’s last mile delivery stations.As an TREX (Transportation Excellence) Program Manager, you will be the subject matter expert for UTR operations, driving standardization, efficiency, and process excellence across AMET.You will be a subject matter expert on UTR operations and tools, focusing on safety, quality, productivity, and associate experience under the roof. You should be able to think big to solve complex operational problems with simple and scalable solutions by developing a deep knowledge of station processes and Amazon’s UTR technologies.This role calls for an individual who can own all aspects of how UTR operations impact customer experience, shipper experience, and associate experience; monitor metrics, determine, and then drive initiatives necessary to improve them. It requires strong judgment and decision-making skills to balance customer experience with financial impact. This position offers broad exposure to various business, financial, and technical teams within Amazon.The successful candidate will be someone who thrives in ambiguous environments, designs and defines programs with limited information, and can translate operational pain points into scalable solutions. He/She will have excellent written and verbal communication skills, the ability to create and sustain urgency, and a proven ability to lead cross-functional projects—including communication across all levels and teams in the organization: senior leaders, technical teams, finance, business, and operations leaders.Key job responsibilities- Define, design, launch, and manage new UTR-related processes, products, and programs in AMET.- Benchmark UTR processes and technology with Amazon’s developed markets.- Gather requirements and conceptualize operational solutions to address business challenges under the roof.- Own and drive the UTR process and technology portfolio and roadmap for AMET.- Collaborate with key stakeholders across various functions to define, pilot, and launch new initiatives.- Own and drive the on-ground implementation of new UTR technology and process improvements.- Evaluate launch outcomes and reintegrate learnings into the organizational plan.- Establish standard operating procedures (SOPs) for UTR processes.- Create and monitor metrics to ensure compliance and adherence to standards.- Conduct deep dives to identify obstacles and continuously improve UTR performance across safety, quality, productivity, and associate experience.