Channel Relationship Manager, AMZL (Last Mile) - BLT4

Channel Relationship Manager, AMZL (Last Mile) - BLT4

Amazon.com, Inc. is a US-based multinational electronic commerce company headquartered in Seattle, Washington. Jeff Bezos founded Amazon.com, Inc. in 1994 and launched it online in 1995. Amazon.com started as an online bookstore, but soon diversified, selling DVDs, CDs, MP3 downloads, computer software, video games, electronics, apparel, furniture, food, and toys. Amazon has established separate websites in Canada, the United Kingdom, Germany, France, Italy, Japan, and China. Today, as a market leader in online retail, Amazon product lines include Amazon.com, A9.com, IMDb, Kindle, Amazon Web Services, Alexa.com, Audible.com, A2Z Development, Alexa Internet and Endless.com.

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. Amazon has great opportunities to pursue a career as a leader in Operations Management. We know that learning through experience is what transforms talented people into great leaders. Our roles are designed to accelerate the growth of leaders through challenging field experiences that stretch individual capability. Our Operations environment presents the candidates with great challenges in dealing with front line management, and driving scalable and continuous improvements across our Fulfillment Centers, Supply Chain & Transportation execution teams.

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, consistently challenge and innovate to improvise and 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.
• Handle inbound, outbound, delivery, returns, forward leg pick-ups, capacity utilization, network optimization & contingency planning.
• Ensure high all-around 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.
• Communicate new processes to stakeholders and implement them timely and standardize across locations.
• Perform continuous process evaluation to ensure sustainment.
• Use data-driven approach to solve problems and develop solutions to reduce losses 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

• Smart and analytical, passionate about operations, thrive on driving change, building an organization, and leading through others.
• Leverage strong analytical skills, communication, and think big.

Key Job Responsibilities

• Process & SOP Ownership – Serve as custodian of all processes and SOPs for the assigned program, continuously challenge, refine and innovate.
• 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.
• Data-Driven Problem Solving – Use data insights and analytics to identify root causes, reduce losses, improve productivity, and optimize operational costs.

A Day in the Life

• Review previous day’s metrics across inbound, outbound, delivery, returns, and customer experience.
• Lead the Daily Business Review (DBR) to discuss performance gaps, root causes, capacity, and action plans.
• Coordinate with cross‑functional teams and delivery partners to ensure smooth last‑mile operations.
• Monitor real‑time execution, resolve escalations, and activate contingency plans when required.
• Ensure SOP adherence, drive process standardization, and evaluate improvement opportunities.
• Work with training teams to update materials and reinforce a problem‑solving culture.
• End the day by updating dashboards, tracking actions, 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+ year of performance metrics, process improvement or lean techniques experience.

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 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.

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