As one of the world’s largest e-commerce companies, Amazon offers many opportunities for graduates, including the Pathways programme – a fast-track leadership development initiative designed to prepare future senior leaders.
TechRound spoke with Maimoon Saleem, a Pathways Operations Manager at the company, to find out his experience and role, leadership skills and advice for those looking to join the programme.
You Are A Part Of Amazon’s Pathways Programme. How Did The MBA Programme Contribute To Your Effectiveness As A Leader At Amazon?
The MBA was a valuable experience in studying and working in a multicultural environment with over 50 nationalities represented. Now, I can navigate complex cultural nuances at Amazon, as the tech sector is also characterised by diversity.
Furthermore, my major or concentration in the MBA was in digital transformation. This experience later proved valuable at Amazon, as I worked on improving operational efficiency with digital tools and platforms. The knowledge I gained during the degree, from how APIs work to how data analytics informs decision-making and how structured problem-solving streamlines workloads, is advantageous now.
What Are The Most Challenging And Rewarding Aspects Of Your Experience In Amazon’s Pathways Programme?
In the Pathways programme, you can lead from day one, making and influencing decisions that directly impact customer experience. I found it especially rewarding. Moreover, the fast nature of Amazon’s operations means you always make decisions.
Not every decision will be correct, but it is essential to apply Amazon’s framework of ‘one-way’ and ‘two-way’ doors. The first refers to irreversible choices that should be well-thought-out, whereas the second relates to reversible decisions that can be made faster. You need to understand which decision type your current issue is, and then make a decision accordingly.
The Pathways Programme Is Designed To Fast-Track Future Leaders To Senior Roles. What Key Leadership Skills Are You Developing In The Programme?
Leading at scale was one of the most critical areas to improve, as you manage and lead teams of hundreds. You can develop careers and create future leaders and that is truly empowering.
Another skill I learnt was prioritisation. There are always more tasks than time. Therefore, it is crucial to distinguish the important from the less important, so you can effectively work on the items that help you excel.
Finally, I also developed grit and resilience. Amazon is scaling fast, and some aspects feel like a start-up. Daily, you might face significant challenges, for instance, fluctuating customer demand causing planning issues, or the latest tool rolled out by the product team not working. Nevertheless, you must remain calm and offer directions to your team because they look up to you for guidance and instructions to meet the challenge.
Could You Elaborate On Your Role At The Delivery Station And How It Contributed To Amazon’s Customer Experience?
I am an Operations Manager in the last-mile segment of Amazon’s logistics operations, responsible for facility-based and transportation-related activities.
My day begins with Prime Vans arriving at the delivery station and transporting bags containing Amazon shipments. I am accountable for the load-out process, ensuring all vans leave on time. Even a minor delay can lead to a domino effect, negatively impacting delivery times and degrading customer experience. Once vans depart, I track on-road operations and ensure the vans are delivering as per schedule.
I also work with customers. Their complaints might be routed to the delivery station and require deep analysis to understand where the issue occurred. I lead these problem-solving sessions to identify root causes and, where necessary, develop an action plan to correct a faulty process.
During the night shifts, the delivery station sorts shipments into the appropriate bags for the next morning. This is where Amazon’s AI technology plays a critical role, generating delivery routes optimised for cost and emissions by minimising travel distance.
In Your View, What Sets Amazon Apart From Other Players In The Industry?
Amazon’s network and reach are extensive. The company’s focus on streamlining operations and recruiting the brightest minds to improve its processes sets it apart from other organisations in the sector.
Their customer-centric policies are also a key differentiator, such as full refunds with no further questions, which have certainly raised the bar in the e-commerce industry. Plus, any discussion of Amazon’s final mile operations would be incomplete without mentioning Amazon’s next-day and same-day delivery choices, which also set it apart.
Reflecting On Your Pathways Journey, What Advice Would You Give To New MBA Graduates Considering A Leadership Career In Amazon Operations?
I encourage a growth mindset. Embrace continuous and enthusiastic learning, as Amazon’s operations are complex and you will not know everything. The moment you become complacent and believe there is nothing more to learn is when growth stops and stagnation begins.
Furthermore, master data analytics. The company produces large amounts of data, making it Amazon’s official language. Become comfortable with it. Be prepared to provide data-driven analysis for the metrics. You become a valuable asset to any team when you are data-driven and lead with it.