Site Leader, Shipper Support, Freight

Amazon's mission is to be Earth's most customer-centric company, and our award-winning Customer Service team is a key part of that mission.

The Amazon Freight Shipper Support team is constantly innovating to raise the bar on shipper experience. We play a critical role in listening to shippers and escalating pain points to enable Amazon to improve and deliver world-class service.

As the Site Leader in San Jose, Costa Rica, you will be responsible for empowering your people to think like owners, and partnering on/or leading global initiatives to set new standards in shipper support. You will have the opportunity to work with business teams across Amazon to give the shippers a voice. You will oversee a team of associates and managers.

The Site Leader, provides end to end leadership for the Support Operations team. This person will be in a senior-level management role and will be responsible for setting high standards and goals for the building(s), plus accountable that these standards and goals are achieved. This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to be able to work and thrive in a fast-paced, high-growth environment.

Our Site Leaders are responsible for all safety, budgetary, people development and operations objectives for the site, which operates 24/7. Responsibilities include managing and leading a team of Operations Managers, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations and building leadership bench strength within their site(s).

Key responsibilities:

• Oversees all activities at the site(s), to include: overall direction for the site, operations to attain operating goals at levels which meet customers' needs and established financial benchmarks.
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision-making. Understands how to position the organization for success.
• Drives creation of quality and process change initiatives to enable their functional area and ultimately the site(s) to meet and exceed customer demands. Ensuring engagement of managers during the creation and implementation of changes.
• Responsible for the overall safety, quality, performance and customer experience of the operation.
• Will set and clarify requirements and expectations for Operations Managers. Measures performance, provides feedback, and holds managers accountable for their performance and the performance of the site.
• Takes proactive steps to ensure that best practices are shared across all departments, shifts and among the network.
• Works closely with support staff (HR, Finance, IT, Facilities, Safety, and other Site Leaders/General Managers) to build and secure support and resources for projects and initiatives, as well as providing needed support and resources for other network initiatives.
• Understands and demonstrates Amazon's core values and Leadership Principles in leading the site.
• Deals with the complexity of multiple lines of business and regions.
• Develops and drives strategies and programs which improve the competitive position of the site and customer services.
• Demonstrates flexibility in work hours based on business need and in able to work through-out the Amazon peak periods of July and December annually.
• Ability to travel internationally as and when required.

Key job responsibilities

Key responsibilities:

• Oversees all activities at the site(s), to include: overall direction for the site, operations to attain operating goals at levels which meet customers' needs and established financial benchmarks.
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision-making. Understands how to position the organization for success.
• Drives creation of quality and process change initiatives to enable their functional area and ultimately the site(s) to meet and exceed customer demands. Ensuring engagement of managers during the creation and implementation of changes.
• Responsible for the overall safety, quality, performance and customer experience of the operation.
• Takes proactive steps to ensure that best practices are shared across all departments, shifts and among the network.
• Works closely with support staff (HR, Finance, IT, Facilities, Safety, and other Site Leaders/General Managers) to build and secure support and resources for projects and initiatives, as well as providing needed support and resources for other network initiatives.
• Understands and demonstrates Amazon's core values and Leadership Principles in leading the site.
• Develops and drives strategies and programs which improve the competitive position of the site and customer services.

About the team

Amazon Freight is a customer obsessed freight service that serves Shippers (Vendors, Sellers, Other External Shippers) who ship their items either into Amazon buildings or to non-Amazon destinations. The Shipper Support team's main mission is to provide best in class customer service to our Shippers. We are a metrics focused organization who keep raising the bar on customer facing performance.

• Bachelor's degree
• Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
• 3+ years of operations management experience

• Experience implementing repeatable processes and driving automation or standardization

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.