Role title: Manager I, Regional Operations Center (ROC) – Mexico Location: Mexico (ROC MX) Reports to: Carlos Aguirre's former line → now Sethupathi A.S. (Sethu), following the recent MX ROC leadership transition Replacing: Noemi Lugo (last day Oct 16–17, 2026; transitioned to a Program Manager role under Luis Zurita)

About the Role

ROC MX is Amazon's regional operations center for Mexico, responsible for real-time monitoring, triage, and resolution of linehaul and network disruptions across the Mexico middle-mile network. This role owns the Linehaul (LH) to DEA reporting function and serves as a key operational escalation point for carrier, custody, and cross-border issues affecting MX transportation flows.

Key Responsibilities

Own and deliver the Weekly LH to DEA MX report — covering FirstMile IB + FirstMile OB performance, with consistent weekly cadence and accurate unit-impact reporting (e.g., tracking units impacted by disruptions)

Lead Deep Dive (DD) analysis on DEA performance — diagnosing root causes of linehaul delays and degraded delivery experience metrics

Monitor and triage real-time disruptions — road closures, protests/demonstrations (manifestaciones), carrier delays, and blockages affecting MX linehaul routes (e.g., Mexico City, Querétaro, Teoloyucan corridors)

Coordinate cross-functional escalations — working with ATS planning, FC/SC operations, carriers, and cross-border (XBorder) sort center teams to resolve in-flight issues

Manage ad-hoc operations — tracking and positioning standby (STBY) capacity for first-leg linehaul ad-hocs (reference:



prior ad-hoc rate ~57% STBY-positioned)

Drive SLA and process improvements — e.g., proposing/negotiating SLA timing adjustments with stakeholders

Assign and track incident-response tasks (via Asana) for weekend/off-hours linehaul incidents

Represent ROC MX in daily/weekly sync calls with ATS, planning, and regional leadership

Bilingual communication — fluent, real-time coordination in both Spanish and English across MX-based and global stakeholders

Requirements

Prior experience in transportation/logistics operations, linehaul, or network operations centers

Strong analytical skills — comfortable building and owning recurring operational reports/dashboards

Experience managing real-time crisis/disruption response (weather, civil disruptions, carrier failures)

Cross-functional stakeholder management across ATS, FC/SC, carriers, and cross-border teams

Fluent Spanish and English (business-level)

Based in Mexico, flexible/on-call availability for off-hours incident response Basic Qualifications: - 1+ years of employee and performance management experience

- Work a versátil schedule/shift/work area, including weekends, nights, and/or holidays
- Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts
- Experience in English-language communication skills, both written and verbal

- Bachelor's degree or equivalent Preferred Qualifications: - 1+ years of performance metrics, process improvement or lean techniques experience
- Experience with six sigma tools and Lean techniques null

📌 Manager - Relay Operations, MX Relay Ops (Ciudad de México)
🏢 Amazon
📍 Ciudad de México