OTR Continuous Improvement Manager, AMZL

DESCRIPTION:

Drive last mile delivery excellence across AMZL Brazil's expanding network as we scale operations to serve millions of customers nationwide. As Program Manager for OTR Continuous Improvement, you will be the Subject Matter Expert for all On the Road processes from dispatch through delivery to RTS, leading continuous improvement through Gemba walks with Delivery Associates, Kaizen events, and systematic optimization of quality and productivity metrics across DSP, EDSP, Flex, and AMXL channels.

This role combines deep last mile operational expertise with hands-on continuous improvement methodologies, working directly with Delivery Service Partners and drivers to eliminate waste, optimize delivery processes, and enhance driver experience. You will own OTR standard work documentation, conduct field observations, lead rapid improvement events, and partner with Station Operations and Central teams to drive end-to-end process optimization that directly impacts customer delivery experience.

Key job responsibilities
- Serve as SME for all OTR processes including Dispatch, On-Road Operations, Delivery, RTS, and Debrief across all delivery channels
- Drive continuous improvement through Gemba walks with Delivery Associates and DSPs, applying Lean methodologies to eliminate waste
- Monitor and improve quality metrics including OODT, PNOV, Service Type Compliance, and Perfect Honor Rate
- Track delivery success metrics (FDDS, FTDS, Delivery Attempts, DNR) and productivity metrics (DPPH, SPR, Route Adherence)
- Partner with DSPs to improve operational performance and support driver training and capability building programs

A day in the life
You review OTR quality dashboards analyzing OODT, PNOV, and DPPH trends to identify stations needing attention. You conduct Gemba walks with Delivery Associates, observing dispatch, delivery execution, and RTS processes to spot improvement opportunities firsthand. You facilitate Kaizen events with DSP teams, applying Lean methodologies to eliminate waste and improve Route Adherence and First Time Delivery Success. You partner with DSPs on performance reviews, co-developing driver training plans based on field observations. You collaborate with Station and Central Operations on end-to-end process optimization, updating OTR standard work documentation to ensure consistency across all delivery channels.

About the team
AMZL Brazil's Continuous Improvement team is the operational excellence engine for our delivery station network. We are the guardians of process quality and efficiency-ensuring every package moves through our stations with speed, accuracy, and care. Our work directly impacts millions of customer deliveries across Brazil's diverse geography.

BASIC QUALIFICATIONS:

- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience in defining and implementing process improvement initiatives using data and metrics

PREFERRED QUALIFICATIONS:

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience in process improvement

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