ROC Overview:
ROC (Relay Operations Center) is the central command and control center for ‘Transportation Execution’ across the
Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-
up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case
of any exceptions, ROC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along
with this tactical problem-solving ROC is also charged with understanding trends in network exceptions and then
automating processes or proposing process changes to streamline operations. This second aspect involves network
monitoring and significant analysis of network data.
Overall, ROC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct
impact on Amazon’s ability to serve its customers on time.
Purview of a Trans Ops Specialist:
A Trans Ops Specialist at ROC facilitates flow of information between different stakeholders (Trans
Carriers/Hubs/Warehouses) and resolves any potential issues that impacts customer experience and business continuity.
Trans Ops Specialist at ROC works across two verticals – Inbound and Outbound operations.
• Inbound Operations deals with Vendor/Carrier/FC relationship, ensuring that the freight is picked-up on time and is
delivered at FC as per the given appointment. Trans Ops Specialist on Inbound addresses any potential issues occurring
during the lifecycle of pick-up to delivery.
• Outbound Operations deals with FC/Carrier/Carrier Hub relationship, ensuring that the truck leaves the FC in order to
delivery customer orders as per promise. Trans Ops Specialist on Outbound addresses any potential issues occurring
during the lifecycle of freight leaving the FC and reaching customer premises.
A Trans Ops Specialist provides timely resolution to the issue in hand by researching and querying internal tools and by
taking real-time decisions. An ideal candidate should be able to understand the requirements/be able to analyze data
and notice trends and be able to drive Customer Experience without compromising on time. The candidate should have
the basic understanding of Logistics and should be able to communicate clearly in the written and oral form. Trans Ops
Specialist should be able to ideate process improvements and should have the zeal to drive them to conclusion.
Responsibilities include, but are not limited to:
• Communication with external customers (Carriers, Vendors/Suppliers) and internal customers (Retail, Finance,
Software Support, Fulfillment Centers) through various mediums such as tickets, emails, cases and outbound calls.
• Escalating problems or variances in the information and data to the relevant owners and following through on
resolutions.
• Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to
perform ad hoc reporting and analysis as needed is a plus.
• Develop and/or understand performance metrics to assist with driving business results.
• Ability to scope out business and functional requirements for the Amazon technology teams who create and enhance
the software systems and tools are used by ROC.
• Must be able to quickly understand the business impact of the trends and make decisions that make sense based on
available data.
• Must be able to systematically escalate problems or variance in the information and data to the relevant owners and
teams and follow through on the resolutions to ensure they are delivered.
• Work within various time constraints to meet critical business needs, while measuring and identifying activities
performed.
• Excellent communication, both verbal and written as one may be required to create a narrative outlining weekly
findings and the variances to goals, and present these finding in a review forum.
• Providing real-time customer experience by working in 24*7 operating environment and should be able to take phone
calls extensively.
Basic qualifications
• Bachelor's degree or equivalent
• Excellent communication, both verbal and written as one may be required to create a narrative outlining weekly
findings and the variances to goals, and present these findings in a review forum to the leadership/stakeholders
• Strong inter-personal and relationship-building skills.
• Availability to work in Night Shift.
Preferred qualifications
• Ability to prepare, report and interpret large sets of data
• Proficiency in Advanced Excel (Pivot Tables, VLookUps)
Additional Information:
Domestic Relocation Provided: No
Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational – changes every 3 months’)
Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off. The off days
changes every 3 months)
