LMIR Operations Manager I – Last Mile Incident Response

About the role

The Last Mile Incident Response (LMIR) team is an executive customer‑service organization focused on delivering world‑class support for all last‑mile incident segments. As an LMIR Operations Manager I, you will programmatically lead a growing team of specialists, set vision and culture, and ensure a best‑in‑class customer experience.

Key responsibilities

• Define new processes, create metrics, and build tools for a team of at least 15 direct reports.
• Support program and project initiatives as the LMIR function scales.
• Ensure specialists prioritize customer support while adhering to guidelines, processes, and a strong bias for action.
• Coach teams to align with Amazon Contact Tenets and foster an engaged, high‑achievement work environment.
• Lead Kaizen events, use data to identify improvement areas, and maintain continuous‑improvement processes.
• Act as the operational liaison for business teams, representing the voice of the customer.
• Partner with multiple OUs and countries to plan and launch LMIR escalation teams.
• Develop expertise in internal systems and champion cross‑departmental initiatives.

Required profile

• Deep understanding of Amazon’s mission, vision, and strategy and ability to apply them to LMIR operations.
• Proven experience leading teams and managing service‑level delivery.
• Strong data‑driven decision‑making and metric‑review capabilities.
• Excellent communication skills across all leadership levels, including handling tough conversations.
• Experience creating developmental plans, interviewing, and selecting high‑performing talent.

Required skills

What we offer

• Opportunity to shape a rapidly growing, high‑impact customer‑service organization.
• Leadership of a sizable team with autonomy to define processes and metrics.
• Collaboration with global partners and exposure to complex, cross‑functional projects.