The Relay Operations Center (ROC) is seeking a Supply Chain Manager II (Individual Contributor) to support process standardization, CX improvement, defect reduction, and continuous improvement across multiple operational work streams, within the NA and EU middle mile. This role operates as a cross-functional IC partnering with workstream leads across front-line support, recovery, site closures and capacity sourcing to identify process gaps, refine SOPs, and deliver short-term solutions that improve team-level operational outcomes.
This role directly contributes to ROC's organizational KPIs including Disruption rate, Customer Experience, Quality, and Cost— driving measurable improvement through process optimization, automation readiness, and defect elimination across work streams.
This is not a day-to-day execution role — the ideal candidate will focus on implementing process improvements, consolidating improvement initiatives within the team, and influencing outcomes through data-driven insights and stakeholder collaboration.



The role operates within a defined organizational strategy while learning to contribute strategically over time.

Key job responsibilities
Key Responsibilities
- Customer Experience & First Contact Resolution (FCR)
- Track and report CX mechanisms — SOP pipeline health, unprofessional behavior trends, and disciplinary follow-through — feeding data into WBR cadences
- Identify and fix process gaps driving FCR failures (load notes defects, callback failures, carrier notification gaps); design solutions with measurable basis point improvement targets
- Drive shopfloor adoption of sentiment analysis — partner with Quality to define metrics, set goals/thresholds, build PTG plans for underperforming areas, and establish review mechanisms connecting insights to action

Defect Reduction & Continuous Improvement
- Identify recurring operational defects (e.g., SOP misses, quality audit failures, scheduling defects) through data analysis and root cause in

📌 Supply Chain Manager II, ROC (Hyderabad)
🏢 Amazon
📍 Hyderabad