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 Mexico'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.

You 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.

Key job responsibilities
• Leading root cause analysis for DEA failures using structured problem-solving (5-Why, Fishbone, FMEA, FFaLS logic)
• Owning DMAIC projects targeting the highest-impact defect buckets (Planning Systems, Last Mile, FC Execution, Linehaul)




• Connecting data patterns to physical process failures — understanding how a "Rolled Freight" in the data maps to a real truck departure issue at the FC
• Designing and implementing corrective actions (process changes, system configurations, SOP updates) with measurable impact on DEA
• Building and maintaining Control Plans (SPC, OCAP) to sustain improvements and detect regressions early
• Leading Kaizen events and War Rooms during Sev1/Sev2 DEA events, coordinating containment and permanent fixes
• Managing the DEA governance cadence: daily callouts, weekly reviews, monthly goals reporting
• Identifying waste (Muda) and variation in the promise-to-delivery chain and proposing structural improvements
• Driving cross-functional alignment between Planning Systems, FC Ops, Transportation, and Last Mile teams to close systemic gaps
• Benchmarking Mexico DEA processes against other geographies (BR, NA, EU) to ident

📌 ACES Program Manager, Delivery Experience Accuracy Process Excellence, Amazon Customer Excellence System (Ciudad de México)
🏢 Amazon
📍 Ciudad de México