Channel Operations Supervisor, Hub Delivery Field Team

Channel Operations Supervisor, Hub Delivery Field Team

The Junior Manager will be responsible for executing operational strategies in the field to ensure compliance, control, and expansion of the Hub Delivery Partner (HubDP) program. Their main objective is to guarantee the availability, performance, and quality of the micro-entrepreneurs associated with the program (partners), through direct supervision, capacity building, and management of results at the local level.

Key job responsibilities As Channel Operations Supervisor, you will oversee the performance of the Hub Delivery Field team in the Northwest and Pacific region. It requires consistent and strong leadership to monitor, control, supervise and evaluate remotely.

• Regional Management: Manage and supervise a network of more than 100 active partners distributed in various cities within the region, ensuring the proper operation, compliance, and performance of each one.
• Prospecting and Expansion: Identify, visit, and evaluate new potential points (stores or micro-entrepreneurs) to be integrated into the program, ensuring compliance with legal, fiscal, and operational requirements.
• Field Supervision: Conduct frequent tours of the different cities to validate daily operations, identify risks, ensure the correct execution of the service, and maintain direct contact with the partners.
• Control and Performance: Monitor the compliance of key metrics (FDDS, DEA, VR, Share, volume delivered, etc.), ensuring that each partner maintains the expected quality and productivity levels.
• Quality Management: Audit the processes of delivery, reception, and package handling, detecting operational or compliance deviations and applying corrective action plans.
• Operational Analysis: Collect, analyze, and report qualitative and quantitative performance data, driving continuous improvements through data-driven decisions.
• Training and Development: Provide support and guidance to partners, promoting good operational practices, and fostering their growth within the Amazon culture.
• Cross-Functional Coordination: Collaborate with central teams (Legal, Finance, Compliance, Operations, and Central Team) to maintain alignment with national policies, processes, and objectives.
• Incident Management: Address and resolve operational incidents (lost packages, returns, low performance, etc.), ensuring operational continuity and customer satisfaction.

A day in the life The HubDP Specialist drives the relation and communication with legal and tax team to ensure requirements and controlling all the micro-entrepreneurs, that are interested in joining Amazon program are met. The HubDP Specialist leads the analysis on quality and inventory metrics that affect directly to the customer’s satisfaction, providing visibility of the partner’s performance. The person on this position requires strong skills in qualitative and quantitative analysis to deep dive into the delivery standard metrics, implement actions and initiatives that help to improve the performance of the HDP program and achieve program goals.

About the team Because of the impact, this is a highly visible role with senior leaders and decisions makers in Amazon operations. Successful candidates will think like business owners and drive results by building solutions on behalf of our customers. They love innovation and enjoy interacting with leaders. They will be resourceful, customer-focused; team oriented, and have an ability to work independently under time constraints to meet deadlines. They will have experience in cross-functional stakeholder management, connecting the right groups, and organizing multi-faceted answers to difficult questions.

Basic Qualifications

• Experience in logistics, transportation, supply chain, import/export operations, or data entry/data administration
• Experience handling customers and conflict resolution with a focus on quality for customer experience
• Experience reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement
• Experience with high-level negotiation and successful internal and external relationship management
• Experience in commercial tasks or environments, or experience in sales/business development
• Experience organizing events in multiple location
• Experience in sales/business development, or experience managing teams
• High school or equivalent

Preferred Qualifications

• 2+ years of program or project management experience
• 2+ years of driving process improvements experience
• 2+ years of vendor management, or 1+ years of relevant discipline work experience

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