Manager I, Ops, Relay Operations

Looking for a career at a company that seeks to be Earth’s most customer-centric company? If so, meet Amazon.
Over the past 20+ years, Amazon has reinvented on behalf of customers and has become the largest internet retailer and marketplace in the world. Through our entrepreneurial culture, Amazon has developed new technologies and products and enterprise services. APEX NOC (Network Operation Center) is the central command and control center for ‘Transportation Execution’ across Amazon’s transportation network. It ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving, NOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, Relay Ops plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.
Risk and Compliance Monitoring Team (RCMT) within NOC is the centralized risk management function for RoW Surface Transportation. This team leads risk assessments across ST programs and develops tailored risk mitigation initiatives, programs, and audits to meet the needs of our business customers. RCMT is dedicated to preventing bad actors from exploiting Amazon services for illicit purposes and collaborates closely with legal, finance, and HR departments to conduct thorough investigations and take necessary actions against such actors. Our overarching vision is to ensure that bad actors never derive any benefit from Amazon by exploiting our policies. To achieve this, RCMT relies on sound judgment, technical expertise, and a robust risk management framework. We harness advanced technology to enhance our processes and develop projects, programs, and products that optimize Surface Transportation Operations across RoW countries — Brazil, Mexico, AMET (Egypt, KSA, South Africa, UAE), Japan, India, and Australia.
The role operates on a rotational shift model (including nights and rotational week-offs) to provide round-the-clock risk coverage across time zones.


Key job responsibilities
• Process Expertise & Subject Matter Leadership — Demonstrate in-depth knowledge of Surface Transportation processes and serve as a Subject Matter Expert (SME) for risk management within the assigned RoW geographies. Maintain subject matter expertise specific to job functions and general industry awareness to provide informed recommendations to leadership.
• Risk Mitigation & Process Improvement — Apply risk-management best practices and methodologies to mitigate identified risk issues. Execute against established SOPs, identify and recommend opportunities for process improvement, draft SOP revisions, and conduct risk assessments for new process implementations to ensure vulnerabilities are identified and mitigated before go-live.
• Team Management & Development — Manage and supervise investigators — including workload assignment, quality review of investigation outputs, SLA adherence monitoring, and calibration. Mentor new hires and participate in the development and delivery of risk management training.
• Trend Analysis & Financial Impact Quantification — Conduct weekly and monthly trend analysis across assigned RoW geographies, including period-over-period comparisons and concentration analysis. Own the financial impact quantification framework — tracking cost leakage, cost avoidance, and cost savings attributable to risk interventions, coordinating with finance for periodic validation.
• Proactive Risk Identification & Expansion — Proactively identify new risk patterns through systematic analysis of investigation outputs and region-specific vulnerability assessments. Drive cross-pollination of risk management learnings into adjacent operational functions and workstreams to expand the program’s impact beyond core scope.
• Business Reviews & Escalation Management — Own and drive operational review cadences including business review content preparation and escalation management. Perform deep-dive analysis and draft COE based on identified deviations and recommend appropriate solutions to ensure leadership visibility into program health and outcomes.
• Investigation Oversight & Triage — Oversee the investigation triage process — reviewing flagged cases from monitoring dashboards, determining root cause, validating operational justifications, identifying gaps in controls and processes, and managing escalations in consultation with legal where required.
• Technology Partnership & Monitoring Enhancement — Partner with automation and technology teams on dashboard enhancements, detection logic refinement, and false positive reduction to continuously improve monitoring accuracy, coverage, and program efficiencies.
• Project Delivery & Execution — Develop appropriate milestones and launch project schedules to ensure timely and successful delivery of projects and standard work (e.g., audits/reviews, licensing).
• Program Alignment & Business Understanding — Ensure program alignment with the risk strategy, regulations, policies, and team objectives. Understand the business needs and workflows owned by your team including financial risk, controls, escalation paths, data sources, metrics, testing mechanisms, key dependencies, automation/tools, and risk-assessment methodologies.
• Stakeholder Management & Risk Culture — Maintain structured stakeholder cadences with country-specific leadership, operations execution, procurement, and carrier management teams across all assigned RoW geographies. Support risk reporting and risk-aware culture initiatives across RoW countries.


About the team
NOC (Network Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem-solving NOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, NOC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.

Basic qualifications

- 1+ years of employee and performance management experience
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Preferred qualifications

- 1+ years of performance metrics, process improvement or lean techniques experience
- • Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level, SQL, and MS Access
- • Knowledge of Lean principles and DMAIC methodology
- • Demonstrated analytical and quantitative skills to use data and metrics to back up assumptions and develop business cases
- • Experience in requirement gathering and ability to write clear and detailed requirement documents

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