Building Maintenance Process Manager, Amazon Maintenance Operation Centre

Amazon Operations sits at the heart of the Amazon customer experience. We look after everything from the moment a customer clicks buy to the moment their item is delivered from desktop to doorstep. Across the globe we have more than thousand Fulfillment Centers, thousands of Delivery Stations, tens of thousands of machines and hundreds of thousands of employees all working together in harmony to make sure the right item gets delivered to the right person in the right place at the right time. Working in Amazon Operations is for people who like to be active and give their all. We work in a busy dynamic environment and are part of a bigger team delivering on the expectations of millions of customers every single day. We are open, inclusive, and welcome individuality and diversity. The culture in our operation is built on the way teams bond and the work ethic that enables our business run like clockwork. Our teams take pride in a job well done looking out for one another ensuring the highest safety standards and playing their part in delivering the quality service Amazon is known for around the world.Key ResponsibilitiesSupport the development and own the BBM and Refrigeration business strategies setting a vision, roles and responsibilities and clear goals for the team.Recruit, build, inspire and motivate a team of remote escalation specialists, Refrigeration Specialists, schedulers and junior managers operating across multiple time zones.Implement Amazon people process ensuring development and professional growth for all team members.Lead a robust meeting structure including daily stand-ups, shift handovers and weekly business reviews to ensure seamless operational coverage, drive team alignment and maintain high-energy performance across all time zones.Serve as the main point of escalation for complex mechanical and refrigeration issues facilitating cross-functional meetings and making key decisions.Establish and oversee ticket management processes including SLA compliance monitoring, queue management and escalation protocols.Drive a culture of continuous improvement initiatives identifying inefficiencies and implementing standardized solutions across regions.Design and optimize end-to-end digital maintenance systems for remote monitoring of building infrastructure and cold rooms including standardized workflows, documentation procedures, compliance tracking and performance metrics.Collaborate with category procurement and stakeholders to ensure productive contracts and SLAs are in place with vendors.Develop and track KPIs specific to remote maintenance operations effectiveness.Key QualificationsBachelor's degree in Engineering, Operations Management or other relevant topic.3 years of experience in facilities management or maintenance operations.Good knowledge of refrigeration plants, cold rooms and food safety.Exceptional leadership and team-building skills.Excellent communication and stakeholder management skills.Refrigeration maintenance and food safety experience.Professional certifications in Facility Management or Building Automation Systems.Experience with advanced analytics and machine learning applications in maintenance.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (to know more about how we collect, use and