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Job Description
NOC (Network Operations Center) is the central command and control center for Transportation Execution across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving NOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data.
Overall, NOC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon s ability to serve its customers on time.
Within NOC s umbrella, resides a fast-growing Last Mile support function AMZL CO (Amazon Logistics Central Operations). AMZL CO is a team focused on driving higher quality at lower cost through standard work leveraging central management of the network. Central Operations (CO) supports daily planning and execution functions that impact Delivery Station (DS) operations across the AMZL and EDSP/XPT network. CO aims to bring efficiencies to processes through standardization, programmatic interventions and automations that improve planning, scheduling and routing efficiencies, reduce cost and free up time for station operators to focus on operational work. We cover the following functional areas with global parity: (i) Central Allocation - removes operator judgement on channel allocation by planning via O-TREAT (4 week to 1 week ahead) & 24 hour forecasting based D-1 capacity adjustments, (ii) Centralized Routing and Scheduling (CRS) executes block scheduling (1 week ahead, D-1 block release) and route planning (D-day) of on-road capacity centrally, (iii) CO Systems Management (COSM) - performs station jurisdiction and sector configurations via JAS (Jurisdiction Authority Service), and handles sort & route planning configurations, (iv) Driver Support (CO DS) aims to streamline the delivery process for DSPs and drivers by coordinating rescues through global tools - Rescue Planner (RP) & Mission Control (MC) and, (v) providing channel support for DSP, Flex and Hub DP along with account and payment management WST entry validation, invoicing and weather incentives.
CO team embarked on the journey of becoming operations execution partner of NA and EU COs in Jun 21 with an immediate objective of leveraging people cost benefits through targeted offshoring and in the long term, standardizing AMZL CO processes and technology in NA and EU and RoW (Rest of World) countries to establish worldwide parity, providing a platform for knowledge sharing and building a hybrid structure for local innovation and speed to market while optimizing gearing ratios and cost structures. We named the broader program MARCOPOLO.
Marcopolo Vision: NOC s vision is to build a global Center of Excellence by being the prime provider of Last Mile Central Operations (CO) execution services to NA, EU and RoW marketplaces in next 3 years. This org will - 1) provide 24x7 coverage to all geographies, 2) leverage centralization at scale to optimize HC through improved Operator Utilization by unlocking synergies across time zones, 3) ensure at par or better SLA and quality by closely monitoring audit performance, 4) enable operational parity and standardization across workstreams and geographies, 5) leverage in-house automation team to automate manual execution, 6) work closely with in-country program and operations teams to provide inputs on large scale process improvement programs including hands-off-the-wheel automations, 7) support global expansion and standardization, leverage learnings and best practices across geographies and 8) facilitate joint OP request submission exercises to product and tech teams by incorporating use cases across geographies.
Purview of a Trans Ops Specialist
A Trans Ops Specialist at NOC facilitates flow of information between different stakeholders (Trans Carriers/Hubs/Warehouses) and resolves any potential issues that impacts customer experience and business continuity. Trans Ops Specialist at NOC works across two verticals Inbound and Outbound operations.
Inbound Operations deals with Vendor/Carrier/FC relationship, ensuring that the freight is picked-up on time and is delivered at FC as per the given appointment. Trans Ops Specialist on Inbound addresses any potential issues occurring during the lifecycle of pick-up to delivery.
Outbound Operations deals with FC/Carrier/Carrier Hub relationship, ensuring that the truck leaves the FC in order to delivery customer orders as per promise. Trans Ops Specialist on Outbound addresses any potential issues occurring during the lifecycle of freight leaving the FC and reaching customer premises.
A Trans Ops Specialist provides timely resolution to the issue in hand by researching and querying internal tools and by taking real-time decisions. An ideal candidate should be able to understand the requirements/be able to analyze data and notice trends and be able to drive Customer Experience without compromising on time. The candidate should have the basic understanding of Logistics and should be able to communicate clearly in the written and oral form. Trans Ops Specialist should be able to ideate process improvements and should have the zeal to drive them to conclusion.
We are open to hiring candidates to work out of Hyderabad and willing to come to office all 5 working days of the week
Key job responsibilities
Communication with external customers (Carriers, Vendors/Suppliers) and internal customers (Retail, Finance, Software Support, Fulfillment Centers)
Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed is a plus.
Develop and/or understand performance metrics to assist with driving business results.
Ability to scope out business and functional requirements for the Amazon technology teams who create and enhance the software systems and tools are used by NOC.
Must be able to quickly understand the business impact of the trends and make decisions that make sense based on available data.
Must be able to systematically escalate problems or variance in the information and data to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.
Work within various time constraints to meet critical business needs, while measuring and identifying activities performed.
Excellent communication, both verbal and written as one may be required to create a narrative outlining weekly findings and the variances to goals, and present these finding in a review forum.
- Providing real-time customer experience by working in 24*7 operating environment.
About the team
NOC (Network Operation Center) is the central command and control center for Transportation Execution across the Amazon Supply Chain network. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving, we understand trends in network exceptions and automate processes or proposing process changes to streamline operations involving network monitoring and significant analysis of network data.
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, IND, - Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics
- Experience with Excel
- Experience with SQL - Experience in an IT/Operations/Call/Command Center work environment.
- Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed.
- Demonstrated ability to work in a team.
- Proven ability to define effective, efficient, and scalable processes and drive continuous improvement through root cause identification and defect elimination.
Employement Category:
Employement Type: Full time
Industry: BPO / Call Center
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Transportation Specialist
Amazon
