Description

Amazon Last Mile (AMZL) is looking for a motivated, customer-obsessed leader to join our team as a Site Leader at one of our Delivery Stations in India. In this role, you will be responsible for managing the end-to-end operations of a delivery station, covering both Under the Roof (UTR) and Over the Road (OTR) functions to ensure every package reaches the customer safely, on time, and at the lowest cost.

What You'll Do

You will lead a team of Team Leads, Delivery Associates, and warehouse associates to execute daily station operations — from package inbound, sort, stow, pick, and stage inside the station, to route dispatch, real-time delivery monitoring, and last-mile execution on the road. You will own station-level performance across safety, quality, productivity, and delivery promise metrics including On-Time Performance, Delivery Success Rate, speed, and costs. You will manage relationships with 3P Partners DSPs, oversee fleet readiness across a mix of 2W, 3W, and 4W vehicles, and drive route optimization to maximize productivity. You will be responsible for labor planning, shift scheduling, and capacity alignment to daily and seasonal volume curves — including peak events such as Great Indian Festival and Prime Day.

Beyond daily execution, you will drive continuous improvement initiatives, conduct root-cause analysis on delivery defects, lead daily and weekly business reviews, and implement standard work across all processes. You will own associate engagement, safety culture, onboarding, and talent development at your station. You will navigate India-specific operational challenges including address ambiguity in dense urban zones, COD reconciliation, contingency-related disruptions, and serviceability expansion in collaboration with city logistics teams.

What We're Looking For

We are looking for someone who thrives in a fast-paced, ambiguous environment and can balance tactical, on-the-ground execution with data-driven decision-making. The ideal candidate has experience managing large teams (50+ associates), a strong bias for action, and a track record of delivering results in logistics, supply chain, e-commerce, or retail operations. You should be comfortable working across shifts, including early mornings, late evenings, and weekends as required by operational needs.

Basic Qualifications

Bachelor's degree in any discipline
3–5 years of experience in operations, logistics, warehousing, or supply chain management
Experience managing frontline teams and driving performance through metrics
Strong analytical skills with proficiency in Excel and data interpretation

Preferred Qualifications

MBA or equivalent postgraduate degree
Experience in last-mile delivery, e-commerce fulfillment, or quick commerce operations
Knowledge of Lean, Six Sigma, or Kaizen methodologies
Familiarity with fleet management, route planning, or DSP/3PL partner management
SQL proficiency for data deep-dives and reporting

Key job responsibilities

Process & SOP Ownership

Serve as the custodian of all processes and SOPs for the assigned program. Continuously challenge, refine, and innovate existing workflows to enhance quality, reduce waste, and eliminate non-value-added activities through creative, out-of-the-box solutions.

Cross-Functional Coordination

Collaborate with internal teams and external stakeholders to ensure seamless execution of last-mile operations and timely delivery of customer orders.

End-to-End Operations Management

Oversee in-bound, outbound, delivery, returns, forward-leg pick-ups, capacity utilization, network optimization, and contingency planning to drive operational efficiency.

Partner Management

Manage relationships with delivery partners and vendors to ensure alignment with performance standards, compliance requirements, and capacity needs. Drive accountability, monitor performance metrics, and enable partners with support and guidance to meet operational goals.

Quality & Customer Experience Excellence

Drive high performance in quality metrics and customer experience across last-mile delivery and pick-up operations.

Training & Capability Building

Work with training teams to develop, improve, and update training materials, embedding a culture of problem-solving and continuous learning across the network.

Data-Driven Problem Solving

Use data insights and analytics to identify root causes, reduce losses, improve productivity, and optimize operational costs through structured problem-solving.

A day in the life

Reviews previous day's metrics across inbound, outbound, delivery, returns, and customer experience.

Leads the Daily Business Review (DBR) to discuss performance gaps, root causes, capacity, and action plans.

Coordinates with cross-functional teams and delivery partners to ensure smooth last-mile operations.

Monitors real-time execution, resolves escalations, and activates contingency plans when required.

Ensures SOP adherence, drives process standardization, and evaluates improvement opportunities.

Works with training teams to update materials and reinforce a problem-solving culture.

Ends the day by updating dashboards, tracking actions, and preparing insights for the next DBR.

Basic Qualifications

2+ years of employee and performance management experience
Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience

Preferred Qualifications

1+ years of performance metrics, process improvement or lean techniques experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company - ASSPL - Karnataka

Job ID: A10486979

Site Lead, AMZL Operations