just now
AmazonPosted 1d ago
L1
ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System
ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System at Amazon scores 0 out of 100 on AI centrality, which makes it a Level 1 role on this board.
BR, SP, Sao Paulomidfull-time
AI in this role
ACES Program Manager needed to drive delivery experience accuracy and process excellence using Lean Six Sigma methodologies in Brazil.
lean-six-sigma
process-excellenceroot-cause-analysiscross-functional-leadershipdmaic
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.
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Skills and AI tools this role asks for
Process ExcellenceRoot Cause AnalysisCross Functional LeadershipDmaicLean Six Sigma
Questions you could be asked
- Tell me about a project where process excellence was part of your work. What did you do?
- Tell me about a project where root cause analysis was part of your work. What did you do?
- Tell me about a project where cross functional leadership was part of your work. What did you do?
- Tell me about a project where dmaic was part of your work. What did you do?
- Walk me through how you've used Lean Six Sigma in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Process Excellence, Root Cause Analysis, Cross Functional Leadership, Dmaic, and Lean Six Sigma. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.
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