The North American External Fulfillment (NA EF) team is seeking a skilled and customer-centric Control Tower (CT) Area Managers to support the ongoing operations and continuous improvement of our North American CT. The NA CT is launching as a function similar to Central Flow for the 1st party network, but will be supporting our NA 3rd party logistics (3PL) network, currently consisting of 1 AWD site, 5 SDC sites, and 3 IXD sites and growing rapidly. As a CT Area Manager, you will be responsible building out a structure for and leading a team of Control Tower Specialists which is supporting our existing and upcoming 3PL sites by executing routine and ad hoc tasks like permissions and reporting requests, providing proactive monitoring of operational metrics, and proactively finding opportunities to better serve the program. This role is a critical part of establishing the foundation for the future growth and expansion of the NA EF program.
Key job responsibilities
This role includes 20% travel.
A day in the life
- Manage and oversee a team of Control Tower Specialists responsible for executing daily control tower operations, including inbound tasks, transfer out tasks, and providing proactive monitoring of existing sites (e.g. performance tracking, late departures, pile-ups)
- Ensure efficient and effective 24/7 coverage for regular and ad-hoc tasks related to the EF IXD/SDC network
- Drive process improvements and build-out of automation capabilities to enhance visibility, bridge data gaps between first- and third-party systems, and reduce manual efforts
- Partner closely with our Data Analysts and 3PL Operations Managers to identify data gaps, develop automated reporting, and leverage data insights to drive proactive site support
- Collaborate with the EU Control Tower team to map out and train the team of CT Specialists
- Assist in building an SME structure within the existing organization
- Provide coaching, training, and career development support to the Specialist team
- Continuously communicate with internal and external customers (e.g. 3PL Providers, 3PL Operations Managers, and Program Managers) to provide support and identify improvement opportunities
- Monitor team performance metrics and exceed on service level commitments
About the team
North America External Fulfillment (NAEF) owns the externalization of Under The Roof (UTR) operations to third party logistics providers (3PLs). In this model, 3PLs are contracted to provide end-to-end logistical solutions, including design, construction, equipment sourcing, and workforce management to deliver the agreed storage and throughput capacity for Amazon. The business relationship is governed by standardized terms and conditions (STCs) that cover the general scope of service, liabilities, and legal framework. Site-specific details like capacity, timelines, and pricing are captured in Premise Specific Terms (PSTs). NAEF oversees core operational and quality metrics for the 3PL network to ensure customer experience parity with Amazon's first-party fulfillment. A centralized operations team provides 24/7 monitoring and acts as a bridge between 3PLs and internal stakeholders.- 2 years experience in a logistics or operations management role, with at least 2 years in an Amazon internal transportation, logistics, or operations environment, ideally in an AWD, IXD, SDC, TNS or Hazmat site
- Knowledge of fulfillment center operations
- Strong Microsoft suite skills, familiar with common data analysis functions within Excel (e.g. Pivot tables, Power Queries)
- Ability to work in flexible working hours that might include weekends and night shifts
- Strong analytical and problem-solving skills with the ability to leverage data to drive decisions
- Demonstrated ability to build and lead a culture that fosters the development of high-performing teams
- Excellent communication and collaboration skills to work cross-functionally
- Experience in a control tower or command center environment
- Demonstrated ability to identify and implement process improvements
- Strong attention to detail and a commitment to quality
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $78,700/year in our lowest geographic market up to $152,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
