Area Manager (DRCC)

We are seeking an experienced Area Manager to oversee operations at our Dedicated Returns Consolidation Center. The ideal candidate will be responsible for managing day-to-day operations, team leadership, and implementing process improvements to optimize returns handling efficiency
Key job responsibilities
Operational Leadership: Lead daily DRCC operations managing receiving, grading, refurbishment, and consolidation of returned inventory. Drive key metrics including cycle time, throughput rates (TPH), container homogeneity, and capacity utilization while ensuring compliance with SOPs and quality standards.
Quality & Inventory Control: Maintain inventory accuracy, optimize IRDR compliance, oversee accurate product grading and disposition decisions, and implement damage reduction initiatives to minimize concession DPMO.
Team Management: Lead and develop multi-shift teams of Process Assistants, Associates, and Team Leads. Manage performance, attendance, attrition, and drive training programs for returns processing excellence.
Safety & Compliance: Achieve safety targets (RIR, LTIR, SIR), conduct regular audits, ensure SOX compliance, and foster a zero-tolerance safety culture.
Resource & Cost Optimization: Develop labor plans aligned with volume forecasts, optimize workforce utilization, control VCPU and operational costs, and manage budget adherence.
Continuous Improvement: Implement Lean/Six Sigma methodologies, lead process improvement projects, analyze performance data, and drive automation adoption to enhance operational efficiency and customer experience.
Key job responsibilities
• Direct management experience for employees and their performance
• Experience with performance metrics and process improvement (how, when, who)
• Candidates must be flexible to work weekends and/or overnight shifts regularly
A day in the life
Morning Shift Start (30 min): Review overnight performance metrics, backlog status, and safety incidents. Conduct shift startup meeting covering safety topics, daily goals, and priority returns.
Operations Floor Walks (90 min): Observe receiving, grading, refurbishment, and stowing processes. Address bottlenecks, coach associates, verify quality standards, and ensure safety compliance.
Performance Management (60 min): Analyze real-time dashboards for cycle time, TPH, container homogeneity, and labor utilization. Adjust staffing and workflows to meet targets.
Team Leadership (45 min): Conduct one-on-ones, provide performance feedback, address attendance issues, and support Process Assistants with escalations.
Cross-Functional Coordination (30 min): Align with Transportation on inbound/outbound flows, collaborate with Quality on defect trends, and update senior leadership on performance.
Continuous Improvement (30 min): Review process improvement initiatives, analyze root causes of defects or delays, and implement corrective actions.
End-of-Day Review (15 min): Validate daily metrics achievement, document issues, and prepare handoff notes for next shift.
- 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
- 1+ years of performance metrics, process improvement or lean techniques experience
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