{"id":1225378,"url":"https://alion.io/job/amazon-aces-program-manager-delivery-experience-accuracy-process-excellence-amazon-customer-excellence-system","title":"ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System","company":{"id":19,"name":"Amazon","domain":"amazon.com","url":"https://alion.io/company/amazon","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":84000,"period":"year","method":"role_country_seniority_unknown","sample_n":17},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-01T10:37:14Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"As 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.\nYou 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.\nKey job responsibilities\nLeading root cause analysis for DEA failures using structured problem-solving (5-Why, Fishbone, FMEA, FFaLS logic)\nOwning DMAIC projects targeting the highest-impact defect buckets (Planning Systems, Last Mile, FC Execution, Linehaul)\nConnecting data patterns to physical process failures - understanding how a \"Rolled Freight\" in the data maps to a real truck departure issue at the FC\nDesigning and implementing corrective actions (process changes, system configurations, SOP updates) with measurable impact on DEA\nBuilding and maintaining Control Plans (SPC, OCAP) to sustain improvements and detect regressions early\nLeading Kaizen events and War Rooms during Sev1/Sev2 DEA events, coordinating containment and permanent fixes\nManaging the DEA governance cadence: daily callouts, weekly reviews, monthly goals reporting\nIdentifying waste (Muda) and variation in the promise-to-delivery chain and proposing structural improvements\nDriving cross-functional alignment between Planning Systems, FC Ops, Transportation, and Last Mile teams to close systemic gaps\nBenchmarking Brazil DEA processes against other geographies (MX, NA, EU) to identify best practices A day in the life You 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:\nFC Operations (GRU9, REC3, CWB1) for FC Execution issues\nATS Linehaul & Sort Center teams for middle-mile failures\nAMZL (DSP, Flex, Hub) for last-mile delivery failures\nPlanning Systems & Tech (F2P, Promise, ATROPS) for systemic/configuration issues\nFinance for impact quantification and business case development About the team Amazon 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.\nBasic qualifications\n- Bachelor's degree in engineering or equivalent\n- Lean Six Sigma Green Belt or Black Belt certification\n- Experience running an effective operational excellence program\n- Experience using data and metrics to determine and drive improvements\n- Experience in program or project management\n- Speak, write, and read fluently in English at C1 level or above\n- Experience with root cause analysis methodologies (5-Why, Fishbone, FMEA)\n- Intermediate level in Spanish\nPreferred qualifications\n- Lean-Six Sigma Black Belt certification\n- Experience in operational logistics/supply chain, manufacturing, transportation, general management or an engineering role\n- Knowledge of SQL\n- Experience with SPC (control charts, process capability analysis, OCAP)\n- Experience managing cross-functional improvement programs with 5+ stakeholder teams\n- Postgraduate degree in Engineering, Operations Management, or MBA\n- Experience with Amazon operational systems (PerfectMile, ATROPS, FMC, SSP) is a strong plus\nOur 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.","description_format":"text","description_chars":4591,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising","Cloud Platforms (IaaS & PaaS)","Logistics","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-09-25T13:06:52Z"}],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.73,"p_room":0.9,"age_days":8,"expected_fill_days":19,"reasons":["conf:5","velocity","win:mid","comp:brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/amazon-aces-program-manager-delivery-experience-accuracy-process-excellence-amazon-customer-excellence-system","json_url":"https://alion.io/job/amazon-aces-program-manager-delivery-experience-accuracy-process-excellence-amazon-customer-excellence-system.json","meta":{"generated_at":"2026-10-01T21:13:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3822,"day_limit":5000,"remaining_today":1178,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}