Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

HILARY BLACK

Westlake Village,CA

Summary

Dynamic Operations Manager at Amazon with a proven track record in logistics management and team building. Spearheaded productivity strategies that enhanced efficiency and elevated driver satisfaction. Adept at cross-functional collaboration, I successfully led initiatives that reduced operating costs while maintaining high customer satisfaction levels. Passionate about driving operational excellence and fostering team growth.

Overview

36
36
years of professional experience

Work History

Operations Manager

Amazon - DOT4
Camarillo, California
02.2022 - 07.2025
  • Designed and implemented productivity strategies aligned with forecasted volume, collaborating directly with DSPs to proactively meet staffing targets and drive operational efficiency.
  • Supervised and motivated a team of salaried and hourly employees upholding high standards in safety, quality, attendance, and performance by providing the tools, resources, and coaching necessary to drive operational excellence and foster individual growth.
  • Collaborated closely with DSPs and drivers to continuously identify and implement strategies that enhanced driver satisfaction, reduced attrition, and fostered a consistently positive driver experience.
  • Identified and resolved route defects impacting service quality, enhanced station performance and elevated driver experience through optimized routing, proactive exception handling, and reduced delivery attempt failures.
  • Analyzed performance data to identify trends and implemented strategies to improve productivity and efficiency by correcting route defects involving service time, transit time and route time accuracies.
  • Ensured timely and accurate delivery of customer orders by managing workflow across First Mile, Middle Mile, and Last Mile operations.
  • Led large-scale projects and pilot programs with site-wide and regional impact, coordinating across multiple departments.
  • Collaborated with cross-functional teams including Safety, Engineering (RME), Loss Prevention, Quality Assurance(ACES), and Human Resources to meet business objectives.
  • Maintained compliance with safety protocols and quality standards throughout the facility.
  • Reported key operational metrics to senior leadership, contributing to strategic planning and performance tracking.
  • Led the launch and management of same-day delivery operations across four cycles at my station, successfully handling approximately 20,000 packages daily with speed, precision, and reliability.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Measured and reviewed performance via KPIs and metrics.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Enforced federal, state, local and company rules for safety and operations.
  • Collaborated with team leaders on quality audits.
  • Responded to information requests from superiors, providing specific documentation.
  • Presented performance and productivity reports to supervisors.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Delegated work to staff, setting priorities and goals.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Mitigated business risks by working closely with staff members and assessing performance.

Area Delivery Manager L4/L5 – Delivery Operations

Amazon-DOT4
Camarillo, California
03.2020 - 02.2022
  • Oversaw daily operations of a high-volume delivery station, ensuring timely and accurate fulfillment of customer orders.
  • Led and developed a team of Process Assistants and Delivery Service Providers (DSPs), managing schedules, conducting training sessions, and facilitating effective communication with DSP leadership and drivers.
  • Maintained a safe and compliant work environment by enforcing safety protocols, addressing employee needs, and ensuring all team members were properly trained.
  • Directed shipment routing within designated logistics coverage areas, optimizing delivery flow and minimizing delays.
  • Assigned and supported job duties for Process Assistants to ensure smooth execution of sort and dispatch operations.
  • Adapted quickly to operational changes and growth demands, maintaining performance standards during peak volume periods.
  • Monitored sorting operations and driver dispatch to ensure alignment with productivity goals and delivery timelines.
  • Analyzed operational forecasts to determine staffing and productivity requirements, leading teams to consistently meet or exceed performance targets.
  • Championed continuous improvement initiatives using Lean methodologies to enhance efficiency, reduce defects, and improve the overall driver and customer experience.
  • Organized periodic reviews of delivery performance against established goals and objectives.
  • Established processes for tracking project progress, monitoring performance metrics, and reporting results to senior management.
  • Produced reports summarizing key project data such as cost savings achieved or customer satisfaction ratings.
  • Maintained positive relationships with clients to meet deadlines for service delivery.
  • Coached delivery teams to take accountability for delivery, risk and issue management.
  • Delivered valued outcomes from partnered resources.
  • Developed team environment to support engagement and high performance.
  • Coordinated with customers to plan efficient or special deliveries.
  • Managed performance issues with delivery team members.
  • Delivered shipments promptly to maintain effective customer relationships and bolster future business opportunities.
  • Coached professional development opportunities for team members with career development plans.
  • Monitored staff and organization of delivery department.
  • Identified opportunities to reduce cost and improve productivity.
  • Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing personnel tasks.
  • Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
  • Directed investigations to verify and resolve customer or shipper complaints.
  • Supervised activities of workers engaged in receiving, storing and shipping products or materials.
  • Consistently met company and department objectives within budget and time constraints.

On The Road Shift Assistant

Amazon- DPS3
Newbury Park, CA
02.2019 - 03.2020
  • Promoted from Associate to Process Assistant in under one year.
  • Played a key role in launching Amazon’s in-house delivery service with direct drivers.
  • Managed daily logistics for 50+ drivers, including route assignments, vehicle coordination, and dispatch operations.
  • Monitored delivery performance, resolved delays, and ensured compliance with safety standards.
  • Handled accident and injury reporting while serving as the primary point of contact for driver support and route execution.
  • Tracked and reported DSP logistics to enforce Quality, Safety, and 100% Customer Satisfaction.
  • Acquired and analyzed data to provide performance feedback and address DA field barriers (NSL, UTA, BC, UTL).
  • Assisted in daily DSP meetings to foster open communication, support DSP needs, and drive problem-solving.
  • Interacted with dispatchers to audit time management and ensure route efficiency, minimizing OODT (Out of Delivery Time).
  • Created daily emails on DVCR safety compliance and nursery route adherence to support DSP success.
  • Provided leadership to Level 1 employees by directing routine activities such as grounding audits, uniform compliance checks, and safety enforcement.
  • Maintained open communication between shifts to ensure consistent customer service.
  • Resolved customer complaints in a timely manner while maintaining professional demeanor.
  • Resolved customer complaints promptly and professionally.
  • Collaborated with other departments on special projects or initiatives as needed.
  • Assigned tasks to employees and monitored productivity, performance and task completion.
  • Identified needs of customers promptly and efficiently.
  • Delegated tasks to multiple employees while maintaining efficient workplace.
  • Prepared operations data to produce comprehensive reports to management.
  • Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
  • Conferred with management and subordinates to resolve problems or complaints.
  • Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.

Sortation Associate/Ambassador

Amazon- DPS3
Newbury Park, California
09.2018 - 02.2019
  • Amazon Load Out lead ensuring accurate and complete customer orders.
  • Sweep/Gatekeep details to ensure 100% of orders are ready to be delivered on time and accurately.
  • Problem solve packaging issues resulting in an increase in 70% same day delivery.
  • Cultivated a positive supportive environment resulting in a 20% increase of % Core dispatch rate.
  • Followed safety protocols when operating machinery or lifting heavy objects.
  • Followed established procedures to handle hazardous material safely.
  • Monitored package flow throughout the facility and made adjustments as necessary.
  • Ensured all safety regulations were followed at all times while operating machinery.
  • Communicated effectively with supervisors regarding progress updates on assigned tasks.
  • Inspected packages for damage or incorrect labeling prior to sorting.
  • Provided support during peak periods by working extended shifts when required.
  • Reported any damaged shipments immediately to supervisor.
  • Sorted and placed materials or items on racks, shelves, or bins for transport to recipient or destination.
  • Offered support and advice to newer personnel to improve performance.
  • Maintained professionality and efficiency while working closely with leadership.

Quality Assurance Associate

AMGEN
Thousand Oaks, USA
01.2012 - 01.2013
  • Company Overview: contract via AlphaProTemps, APR Inc.
  • Contract via AlphaProTemps, APR Inc.
  • Ensured that all relevant regulatory requirements are met prior to releasing a finished product into the market.
  • Provided guidance on best practices for quality assurance processes and procedures.
  • Analyzed data from inspections or tests in order to determine if products comply with required standards or regulations.
  • Investigated non-conformance reports to identify corrective action plans.
  • Documented any deficiencies discovered during inspections or reviews of operational activities.
  • Conducted audits of internal operations to ensure compliance with established policies and procedures.
  • Monitored production activities to verify that products are produced in accordance with specified requirements.
  • Researched and explored quality issues to report compliance.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Maintained accurate records of quality reports, statistical reviews, and relevant documentation.
  • Led internal audits to identify areas for improvement and ensure adherence to quality management systems.
  • Prepared reports to communicate results of quality inspection activities to management.
  • Monitored and upheld safe operating procedures and clean area mandates to meet regulatory requirements.
  • Completed data capture forms, equipment logbooks or inventory forms to support testing procedures.

Validation Specialist/Validations Coordinator

NEXTPHARMA
San Diego, USA
06.2006 - 10.2008
  • Company Overview: formerly BIOSERV CORPORATION
  • Enforced validation best practices and regulatory compliance (21CFR210, 211, 820; ISO 13485:2003).
  • Validated plant utility systems (WFI, DI, Clean Steam, Compressed Air), HVAC controls, and temperature mapping for critical equipment.
  • Developed and executed IQ/OQ/PQ protocols; analyzed results and submitted final reports.
  • Oversaw vendor activities for cleanroom expansion (ISO5–ISO8), including smoke studies, pressure balancing, and sanitization.
  • Led validation efforts in cross-functional meetings to manage equipment acquisition, scheduling, and budget/timeline adherence.
  • Coordinated validation activities per Master Validation Plan; ensured documentation and execution accuracy.
  • Supported transition to electronic records; enforced CFR Title 21, Part 11 compliance.
  • Conducted calculations, data interpretation, and final reporting for validated systems.
  • Formerly BIOSERV CORPORATION

QA Specialist/Lead

NEXTPHARMA
San Diego, California
04.2004 - 06.2006
  • Company Overview: formerly BIOSERV CORPORATION
  • Enforced FDA QSR/cGMP and ISO standards for pharmaceutical and medical device operations.
  • Managed cleanroom environmental data (Class 5–8) using TrendManager Pro; led investigations and CAPAs per ISO 14644-1.
  • Experienced in manufacturing/testing of Drug Substance, API, and Drug Product, including packaging and labeling.
  • Translated trend data into quality reports (CAPA, NCMR, variance, environmental monitoring) for management review.
  • Investigated and resolved non-conformance and CAPA issues.
  • Reviewed and approved GMP documentation: batch records, raw material specs, validation protocols, and deviations.
  • Supported manufacturing QA: issue resolution, line clearance, log reviews, batch approvals, and training.
  • Handled customer complaints; conducted root cause analysis and implemented corrective/preventive actions.
  • Authored and revised SOPs, controlled forms, and product specs; active in document change control.
  • Trained personnel on Quality System procedures, reducing CAPAs by 25%.
  • Ensured equipment compliance via calibration certificate reviews and follow-up investigations.
  • Formerly BIOSERV CORPORATION

Nutritional Supplement Sales

UNICITY INTERNATIONAL
Orem, USA
06.2001 - 11.2004
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Identified needs of customers promptly and efficiently.
  • Worked with cross-functional teams to achieve goals.
  • Maintained updated knowledge through continuing education and advanced training.

Technical Support

KLAIRE LABORATORIES INC.
Solana Beach, USA
09.2000 - 04.2001
  • Enforced National Nutritional Foods Association (NNDA) Good Manufacturing Practices program for documents and logbooks.
  • Managed equipment in conformance with NNFA GMP.
  • Collected data and prepared reports/statistics relating to financial, technical/scientific requirements.
  • Customer support.

Chemist

GEN-PROBE INC.
San Diego, USA
01.1997 - 09.2000
  • Manufactured under FDA cGMP (21CFR820) and ISO (ISO 9001:1994, ISO 13485:1996) standards; handling of both large and small volume chemicals and filtration.
  • Wrote and revised SOPs and batch records as well as any necessary Document Change Requests.
  • Experienced in proper gowning and cleanroom practices.
  • Assisted in validation testing of manufacturing protocols.
  • Initiated the task of making sure all new equipment was validated/calibrated.
  • Created/maintained database of all equipment per room and subsequent necessary calibration dates.
  • Audited and maintained logs for various manufacturing areas.
  • Led the fill-team and product packaging; included timely completion of manufacturing documents per GMP.

Telecommunications Assistant

BLACK & ASSOCIATES
Westlake Village, USA
01.1990 - 01.1997
  • Assisted in providing customers the appropriate radio frequency system for their needs.
  • Maintained databases, researched and identified possible antenna site locations, created customer proposal and completed filing of required Federal Communications Commission (FCC) paperwork.

Education

Bachelor of Arts - Biology, Chemistry

California State University Northridge
Northridge, California

Skills

  • Productivity Strategies
  • Conflict resolution
  • Team building
  • Problem solving
  • Logistics management
  • Performance analysis
  • Compliance management
  • Cross-functional collaboration
  • Project leadership
  • Stakeholder relations
  • Customer relationship management
  • Data-driven decision making
  • Business strategy development
  • Logistics oversight

References

References available upon request.

Timeline

Operations Manager

Amazon - DOT4
02.2022 - 07.2025

Area Delivery Manager L4/L5 – Delivery Operations

Amazon-DOT4
03.2020 - 02.2022

On The Road Shift Assistant

Amazon- DPS3
02.2019 - 03.2020

Sortation Associate/Ambassador

Amazon- DPS3
09.2018 - 02.2019

Quality Assurance Associate

AMGEN
01.2012 - 01.2013

Validation Specialist/Validations Coordinator

NEXTPHARMA
06.2006 - 10.2008

QA Specialist/Lead

NEXTPHARMA
04.2004 - 06.2006

Nutritional Supplement Sales

UNICITY INTERNATIONAL
06.2001 - 11.2004

Technical Support

KLAIRE LABORATORIES INC.
09.2000 - 04.2001

Chemist

GEN-PROBE INC.
01.1997 - 09.2000

Telecommunications Assistant

BLACK & ASSOCIATES
01.1990 - 01.1997

Bachelor of Arts - Biology, Chemistry

California State University Northridge

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