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

Amazon is hiring an ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System in São Paulo, Brazil. Level rates it ; you can apply on Amazon.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
The posting mentions Lean Six Sigma, process excellence and root cause analysis among its tools and skills.
Level classes it as a mid-level role.
Amazon has 20,000+ other open roles on Level.

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

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.

How we rate this

ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in BR, SP, Sao Paulo.
The job was posted on September 23, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

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.

Get your CV reviewed before you apply

Send your CV and the role you want next. Your review arrives by email within 3 days.

Get a free CV review Check your resume with the ATS resume checker