Supply Chain Manager II, ROC Disruption Management

The Relay Operations Center (ROC) is seeking a Supply Chain Manager II (Individual Contributor) to support process standardization CX improvement defect reduction and continuous improvement across multiple operational work streams within the NA and EU middle mile. This role operates as a cross-functional IC partnering with workstream leads across front-line support recovery site closures and capacity sourcing to identify process gaps refine SOPs and deliver short-term solutions that improve team-level operational outcomes.
This role directly contributes to ROCs organizational KPIs including Disruption rate Customer Experience Quality and Cost driving measurable improvement through process optimization automation readiness and defect elimination across work streams.
This is not a day-to-day execution role the ideal candidate will focus on implementing process improvements consolidating improvement initiatives within the team and influencing outcomes through data-driven insights and stakeholder collaboration. The role operates within a defined organizational strategy while learning to contribute strategically over time.




Key job responsibilities
Key Responsibilities
- Customer Experience & First Contact Resolution (FCR)
- Track and report CX mechanisms SOP pipeline health unprofessional behavior trends and disciplinary follow-through feeding data into WBR cadences
- Identify and fix process gaps driving FCR failures (load notes defects callback failures carrier notification gaps); design solutions with measurable basis point improvement targets
- Drive shopfloor adoption of sentiment analysis partner with Quality to define metrics set goals/thresholds build PTG plans for underperforming areas and establish review mechanisms connecting insights to action

Defect Reduction & Continuous Improvement

- Identify recurring operational defects (e.g. SOP misses quality audit failures scheduling defects) through data analysis and root cause investigation
- Operationalize mechanism for continuous defect improvementidentify high impact transactions develop operations led audit mechanism collaborate with operation leaders to develop and execute multi-pronged actions Operational people programmatic scrappy tools etc
- Participate in and support Kaizen events and on floor GEMBA deep dives and process reviews; independently lead small-to-medium process improvement projects

Process Standardization SOP Management and Operational Excellence Mechanisms

- Identify recurring operational defects (SOP misses quality audit failures scheduling defects) through data analysis and root cause investigation
- Operationalize continuous defect improvement identify high-impact transactions build ops-led audit mechanisms and collaborate with leaders to execute multi-pronged actions (operational people programmatic scrappy tools)
- Participate in Kaizen events on-floor GEMBA deep dives and process reviews; independently lead small-to-medium improvement projects
Cost Optimization Labor Efficiency & Automation Readiness
- Collaborate with Tech and Change Integration teams on workflow redesign initiatives (Project Morph) from identification and process design through WFM validation Ops deployment and post-conversion monitoring to confirm labor hour savings
- Reduce labor waste by eliminating unnecessary contacts repeat interactions and rework-generating process gaps quantifying minute savings per fix and reporting in WBR cadences
- Propose process fixes to reduce logistics costs associated with loss prevention repairs recoveries and load cancellations
- Build spot capacity cost-of-sourcing reporting and PTG plans visibility into premium spend dive deeps on cost and solutions to reduce sourcing cost

AI Operationalization & Adoption

- Create and maintain a standardized AI project framework (documentation standards success criteria review cadences deployment checklists) and a consolidated tracker across all DM workstreams providing leadership a single view of pipeline status adoption rates blockers reapplication potential and entitlement; partner with Ops leaders to unblock issues and drive adoption

Risk Management & Transaction Controls

- Collaborate with Risk Management teams to identify risks in ROC DM transactions mapping exposure across transaction types carriers lanes and scenarios; define data analytics requirements and build reporting pipelines for risk pattern visibility
- Develop mitigation plans leveraging layered controls (operational people SOPs tech system fixes); monitor control effectiveness post-implementation

Automation & Technology Partnership

- Serve as the process-side partner for Tech on automation initiatives collaborate on process requirements (edge cases escalation paths failure modes) lead pilot validation (success criteria baseline monitoring go/no-go recommendations) ensure operational readiness and track post-launch performance



A day in the life



About the team



- 3 years of managing stakeholders in cross-functional project experience
- 3 years of working cross functionally with tech and non-tech teams experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- 2 years of supply chain experience
- Bachelors degree
- Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

- Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)
- Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
- Knowledge of Lean Six Sigma and process improvement methodologies
- Experience in transportation or supply chain within a high-volume logistics manufacturing or engineering environment
- Experience with automating and simplifying team development test and operations processes
- Familiarity with AI/ML adoption in operations environments including driving usage measuring impact and scaling solutions across teams

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