Channel Relationship Manager, AMZL - Kerala Amazon is seeking a Channel Relationship Manager to work with our Last Mile Team managing end‑to‑end station operations and channel partner management. Primary Responsibilities
Act as the custodian of the processes & SOPs for the allotted program and consistently challenge and innovate to improve the existing ones. Provide out‑of‑the‑box solutions to enhance quality standards, reduce waste, and eliminate unnecessary work. Coordinate with cross‑functional teams and vendors to deliver customer orders through the last‑mile network. Oversee inbound, outbound, delivery, returns and forward‑leg pick‑ups, capacity utilization, network optimization & contingency planning. Ensure high overall performance in quality and customer experience through last‑mile delivery and pick‑up operations. Liaise with training teams to develop and update training materials on an ongoing basis, embedding a problem‑solving culture. Ensure new processes are communicated to relevant stakeholders, implemented quickly and standardized across locations. Perform continuous process evaluation for sustainment. Maintain a data‑driven approach to solve problems and optimize operational cost.
Additional Responsibilities
Developing standard operating procedures. Direct accountability for setting and meeting operational goals, strategic planning and forecasting. Leading process improvements.
Demonstrated Abilities We are looking for smart and analytical people, passionate about operations, to join the Operations team at Amazon India. This role requires individuals who thrive on driving change, building an organization and leading through others, by giving them a direct management assignment in our Operations Services and Technology Centers. Ideal candidates leverage strong analytical skills, communication, and think big. Key Job Responsibilities
Process & SOP Ownership: Serve as the custodian of all processes and SOPs for the assigned program. Continuously challenge, refine, and innovate existing workflows to enhance quality, reduce waste, and eliminate non‑value‑added activities. Cross‑Functional Coordination: Collaborate with internal teams and external stakeholders to ensure seamless execution of last‑mile operations and timely delivery of customer orders. End‑to‑End Operations Management: Oversee inbound, outbound, delivery, returns, forward‑leg pick‑ups, capacity utilization, network optimization, and contingency planning. Partner Management: Manage relationships with delivery partners and vendors to ensure alignment with performance standards, compliance requirements, and capacity needs. Quality & Customer Experience Excellence: Drive high performance in quality metrics and customer experience across last‑mile delivery and pick‑up operations. Training & Capability Building: Work with training teams to develop, improve, and update training materials, embedding a culture of problem‑solving and continuous learning across the network. Data‑Driven Problem Solving: Use data insights and analytics to identify root causes, reduce losses, improve productivity, and optimize operational costs through structured problem‑solving.
A Day in the Life
Reviews previous day’s metrics across inbound, outbound, delivery, returns, and customer experience. Leads the Daily Business Review (DBR) to discuss performance gaps, root causes, capacity, and action plans. Coordinates with cross‑functional teams and delivery partners to ensure smooth last‑mile operations. Monitors real‑time execution, resolves escalations, and activates contingency plans when required. Ensures SOP adherence, drives process standardization, and evaluates improvement opportunities. Works with training teams to update materials and reinforce a problem‑solving culture. Ends the day by updating dashboards, tracking action items, and preparing insights for the next DBR.
Basic Qualifications
2+ years of employee and performance management experience. Bachelor’s degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience. Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
Preferred Qualifications
1+ years of performance metrics, process improvement or lean techniques experience.
Inclusive Culture & Accommodations 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. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. #J-18808-Ljbffr