ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System

Description

As an ACES Process Manager focused on DEA (Delivery Experience Accuracy) Process Excellence, you will own the end-to-end identification, analysis, and resolution of delivery promise failures across Brazil's fulfillment network. Beyond data — you will connect the numbers to real-world operations, finding root causes where packages fail, designing corrective actions, and implementing sustainable improvements that protect 130M+ annual customer promises.

You will apply Lean Six Sigma methodology (DMAIC) to systematically reduce DEA defects across all owners: Planning Systems, FC Execution, Linehaul, Sort Center, Air, AMZL, and Commercial Carriers. You will lead cross-functional improvement projects, manage stakeholders across 10+ teams, and drive accountability through structured governance mechanisms.

Key job responsibilities
• Leading root cause analysis for DEA failures using structured problem-solving (5-Why, Fishbone, FMEA, FFaLS logic)
• Owning DMAIC projects targeting the highest-impact defect buckets (Planning Systems, Last Mile, FC Execution, Linehaul)
• Connecting data patterns to physical process failures — understanding how a "Rolled Freight" in the data maps to a real truck departure issue at the FC
• Designing and implementing corrective actions (process changes, system configurations, SOP updates) with measurable impact on DEA
• Building and maintaining Control Plans (SPC, OCAP) to sustain improvements and detect regressions early
• Leading Kaizen events and War Rooms during Sev1/Sev2 DEA events, coordinating containment and permanent fixes
• Managing the DEA governance cadence: daily callouts, weekly reviews, monthly goals reporting
• Identifying waste (Muda) and variation in the promise-to-delivery chain and proposing structural improvements
• Driving cross-functional alignment between Planning Systems, FC Ops, Transportation, and Last Mile teams to close systemic gaps
• Benchmarking Brazil DEA processes against other geographies (MX, NA, EU) to identify best practices

A day in the life
You will start your day reviewing yesterday's DEA performance — identifying which nodes, carriers, or programs missed target. You will then dive deep into the top offenders, walking the Gemba (virtually or physically) to understand what went wrong operationally. You will present findings in the daily War Room, propose countermeasures, and track implementation.

Your week includes cross-functional meetings with:
• FC Operations (GRU9, REC3, CWB1) for FC Execution issues
• ATS Linehaul & Sort Center teams for middle-mile failures
• AMZL (DSP, Flex, Hub) for last-mile delivery failures
• Planning Systems & Tech (F2P, Promise, ATROPS) for systemic/configuration issues
• Finance for impact quantification and business case development

About the team
Amazon Customer Excellence System (ACES) is a team of highly qualified individuals responsible for the quality, productivity, safety, and speed of Amazon Operations. The DEA program within ACES owns the governance and continuous improvement of delivery promise accuracy — ensuring that when Amazon commits a delivery date to a customer, we deliver on that promise.

Basic Qualifications

- Bachelor's degree in engineering or equivalent
- Lean Six Sigma Green Belt or Black Belt certification
- Experience running an effective operational excellence program
- Experience using data and metrics to determine and drive improvements
- Experience in program or project management
- Speak, write, and read fluently in English at C1 level or above
- Experience with root cause analysis methodologies (5-Why, Fishbone, FMEA)
- Intermediate level in Spanish

Preferred Qualifications

- Lean-Six Sigma Black Belt certification
- Experience in operational logistics/supply chain, manufacturing, transportation, general management or an engineering role
- Knowledge of SQL
- Experience with SPC (control charts, process capability analysis, OCAP)
- Experience managing cross-functional improvement programs with 5+ stakeholder teams
- Postgraduate degree in Engineering, Operations Management, or MBA
- Experience with Amazon operational systems (PerfectMile, ATROPS, FMC, SSP) is a strong plus

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.