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

ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence SystemAs 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 responsibilitiesLeading 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 FCDesigning and implementing corrective actions (process changes, system configurations, SOP updates) with measurable impact on DEABuilding and maintaining Control Plans (SPC, OCAP) to sustain improvements and detect regressions earlyLeading Kaizen events and War Rooms during Sev1/Sev2 DEA events, coordinating containment and permanent fixesManaging the DEA governance cadence: daily callouts, weekly reviews, monthly goals reportingIdentifying waste (Muda) and variation in the promise-to-delivery chain and proposing structural improvementsDriving cross-functional alignment between Planning Systems, FC Ops, Transportation, and Last Mile teams to close systemic gapsBenchmarking Brazil DEA processes against other geographies (MX, NA, EU) to identify best practicesA day in the lifeYou 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 issuesATS Linehaul & Sort Center teams for middle-mile failuresAMZL (DSP, Flex, Hub) for last-mile delivery failuresPlanning Systems & Tech (F2P, Promise, ATROPS) for systemic/configuration issuesFinance for impact quantification and business case developmentAbout the teamAmazon 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 QualificationsBachelor's degree in engineering or equivalentLean Six Sigma Green Belt or Black Belt certificationExperience running an effective operational excellence programExperience using data and metrics to determine and drive improvementsExperience in program or project managementSpeak, write, and read fluently in English at C1 level or aboveExperience with root cause analysis methodologies (5-Why, Fishbone, FMEA)Intermediate level in SpanishPreferred QualificationsLean-Six Sigma Black Belt certificationExperience in operational logistics/supply chain, manufacturing, transportation, general management or an engineering roleKnowledge of SQLExperience with SPC (control charts, process capability analysis, OCAP)Experience managing cross-functional improvement programs with 5+ stakeholder teamsPostgraduate degree in Engineering, Operations Management, or MBAExperience with Amazon operational systems (PerfectMile, ATROPS, FMC, SSP) is a strong plusOur inclusive culture empowers Amazonians to deliver the best results for our customers.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Veterans, military spouses, and people with disabilities are encouraged to apply.
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