Amazon Operations sits at the heart of the Amazon customer experience. We look after everything from the moment a customer clicks buy, to the moment their item is delivered – from desktop to doorstep.
The purpose of this role is to lead our maintenance operations team within AMOC (Amazon Maintenance Operation Centre). This pivotal role will orchestrate maintenance activities across our worldwide portfolio of buildings and cold rooms from our central operations centre, focusing on monitoring and predicting performance issues while planning maintenance activities and reacting to customer issues.
Key responsibilities include:
Supporting the development and owning the BBM and Refrigeration business strategies, setting a vision, roles and responsibilities, and clear goals for the team.
Recruiting, building, inspiring, and motivating a team of escalation specialists, Refrigeration Specialists, schedulers, and junior managers operating across multiple time zones.
Implementing Amazon people processes to ensure development and professional growth for all team members.
Leading a robust meeting structure including daily stand-ups, shift handovers, and weekly business reviews to ensure seamless operational coverage, drive team alignment, and maintain high-energy performance across all time zones.
Serving as the main point of escalation for complex mechanical and refrigeration issues, facilitating cross-functional meetings and making key decisions.
Establishing and overseeing ticket management processes, including SLA compliance monitoring, queue management, and escalation protocols.
Driving a culture of continuous improvement initiatives, identifying inefficiencies and implementing standardized solutions across regions.
Designing and optimising end-to-end digital maintenance systems for remote monitoring of building infrastructure and cold rooms, including standardized workflows, documentation procedures, compliance tracking, and performance metrics.
Collaborating with category procurement and stakeholders to ensure productive contracts and SLAs are in place with vendors.
Developing and tracking KPIs specific to remote maintenance operations effectiveness.
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