Q&A with Steve Greer, Director of Last Mile Fleet Operations and Programs

Everyone, meet Steve! 👋 Stephen Greer, MBA, MSS is the Director of Last Mile Fleet Operations and Programs within our Amazon Logistics team. He provides strategic leadership to a sophisticated, multi-tiered team composed of both field and corporate leaders. This team incorporates Senior Regional Fleet Managers (RFM), Regional Fleet Managers, and Regional Fleet Specialists (RFS), working alongside Program Managers in Fleet Compliance, Fleet Safety, Fleet Marketing, and Fuel Programs, in addition to other innovative product teams scattered across North America (NA), directly offering support to Amazon Logistics (AMZL), Amazon XL (heavy and bulky products) (AMXL), and Rural Super Rural (RSR) Operations teams and Delivery Service Partner (DSP) owners. Steve is also charged with supporting launches and scaling fleet management solutions in diverse regions such as Australia, India, Japan, and Mexico.

Steve, tell us what is your favorite Amazon memory? 

Having spent nine years with Amazon, I hold a myriad of delightful memories, many steeped in the exhilarating yet demanding nature of Operations. However, I wish to set that aside and share a testament to how Amazon has been my pillar of support during the most challenging time of my life. Last year, I fell seriously ill, diagnosed with a Pancreatic Neuroendocrine Tumor (PNET), Clear Cell Renal Cell Carcinoma (ccRCC), along with other neoplasms and masses in my liver. This ordeal casted a large shadow over my life, leaving me grappling with a myriad of emotions—surprise, confusion, despair, and defeat. It was during this crucial juncture that the support from my family, my faith, leaders, peer Directors, and Senior Managers at Amazon became my beacon of hope. My desire wasn’t to evoke pity; I wasn’t engulfed in self-pity either. My sole yearning was to live a normal life for whatever time I had. Surgery being the only recourse meant inevitable absence from work, distancing from my team, and detachment from vital business deliberations and team struggles. My aspiration was to remain connected, to contribute, to not become a burden, and above all, to maintain my relevance. I was already part of a compassionate team, but the support extended to me during this time revealed the profound depths of our work-family bond. It showed me the true meaning of solidarity and compassion. My team and leadership accommodated my needs, allowing me the time to battle this ailment, to recuperate, and to be with my family. I was already aware of the organizational greatness within Last Mile, but the boundless and uncompromising support provided by Amazon left me in utter awe. My most cherished Amazon memory will always be the period when I was enveloped in unwavering love and support, allowing me the space to heal, recover, and return with renewed vigor.I still have a lengthy journey ahead, but the solace I draw from knowing I am not traversing this path alone is immeasurable. This experience has deepened my conviction in the kindness of my Amazon family and has eternally bound me to this phenomenal organization. The memories of Amazon’s unconditional support during my battle will forever hold a special place in my heart.

What is something you have done that you would consider innovative or pioneering at Amazon so far?

Professional development may not be heralded as groundbreaking or pioneering by many, but I staunchly believe that people matter! In 2018, I orchestrated a comprehensive professional development program at my fulfillment center (TPA1), continually refining it in my current role to better suit evolving needs. This initiative empowers leaders to enhance their proficiency in Six Sigma/Lean methodologies, project management, critical and design thinking, strategy formulation, and negotiation, along with refining their interpersonal skills to amplify their leadership impact. My leaders can acquire Green and Black Belt certifications from the University of South Florida and a PMP certification from Cornell University. They can also immerse themselves in intensive senior leader courses at Harvard University or opt for flexible learning through platforms like Masterclass. Since its inception, this program has cultivated over 170 Green Belts, 150 Black Belts, and 40 PMPs for Amazon. Additionally, more than 80 leaders have completed leadership courses at Harvard. The outcomes of this endeavor have been remarkable, fostering organizational efficiency, priming leaders for advancement, bolstering retention of invaluable talent, and establishing a robust talent engine for my business vertical. I deeply value the diverse and unique contributions of every individual within the organization. While Amazon is inherently process-oriented, we universally acknowledge the paramount importance of our people. I believe achieving our ambitious business milestones is inherently intertwined with our people-centric approach, affirming that human elements are as crucial as systematic and procedural ones.

What brings you passion/excitement to your role and team? 

My current Last Mile Fleet Operations and Program team excites me. They bring the best out of me. I’m passionate about innovating and never being satisfied with the status quo. My team is well positioned to investigate issues in the field, hear customer pain-points first hand, and identify alternative strategies and solutions that might not be instantly apparent with our initial level of understanding. When people ask me about my team and what they do, I simply state they are problem solvers, brokers, and builders. Because of their proximity to the customer, they will immediately attempt to solve the issue. They will draw on their worth of experience, support network, and business partners to determine the best solution for a particular problem. If they cannot provide immediate relief to the problem, they will engage business partners that have resources to solve the issue or access additional resources to address the customer pain-point. And, lastly, they are builders. During the course of their work, if they find there is no solution, they challenge the status quo, and find a way to build a solution. They deep dive the problem, challenge the assumptions, redefine the problem, engage cross-functional teams, and seek out additional resources to build a new process, mechanism, or product that addresses the problem, while also ensuring the solution has the ability to scale globally. 

How do you foster diversity and inclusion on your team?

The statement "People Matter!" resonates deeply with me, having experienced its profound truth both as a former active-duty and a current Reserve Army Officer. The pivotal role of diversity and inclusion in shaping organizational effectiveness and performance cannot be overstated. I have immense admiration for the ongoing efforts within my organization aimed at fostering a diverse team, enriched with a spectrum of perspectives, experiences, and skills. This diversity is instrumental in fueling innovative solutions to meet our customers’ needs.Inclusion within our team facilitates more robust and constructive debates about customer offerings and value-added services, perpetually challenging the status quo. This amalgamation of diverse thoughts and inclusive deliberations is fundamental in reshaping our organization, enabling a deeper comprehension of, and alignment with, our customers’ expectations and necessities. I am excited by our commitment to diversity and inclusion, recognizing them as indispensable elements in enhancing our organizational capacity. It is this eclectic blend of viewpoints and the inclusive environment that propels us towards developing groundbreaking solutions and continuously elevating our customer service delivery. The synergy of diversity and inclusivity thus remains central in my team's journey to redefine industry standards and actualize our vision for unparalleled customer excellence.

What do you do for fun / worklife balance?

First of all, I align myself with Jeff Bezos’ perspective regarding the concept of work-life balance. The term, in itself, is quite elusive and potentially misleading. The fulfillment I derive from my professional endeavors enriches my life, rendering me a happier and more content individual in my personal sphere. On a lighter note, in terms of what I do for fun, my desire for thrill extends to fast cars. While my past experiences include the adrenaline-fueled activities of competition events, jumping out of perfectly good airplanes, and paramotoring across Central Florida, my current pursuit of exhilaration revolves predominantly around driving fast cars—a passion likely fueled by my current circle of friends, albeit without any undue pressure. The Porsche Experience Center in Atlanta stands out as the optimal experience for anyone eager to explore the thrill and performance of driving a sports car on a track, under the guidance of a trained race car driver. Each time I find myself in Atlanta, the sight of the track from the skies ignites a longing to be behind the wheel of one of their cars, experiencing the blend of speed and precision firsthand.

How did your military experience prepare you for Amazon?

My military experience has been instrumental, providing me with the foundational competencies essential for success at Amazon. The most apparent leadership proficiencies imparted by the Army are leadership acumen and the ability to develop others. The essence of offering purpose, motivation, direction, and inspiration, coupled with upholding rigorous standards, resonates well in both the Army and Amazon environments. Navigating mission (business) imperatives while safeguarding the well-being of team members is a pivotal leadership attribute in the Army that seamlessly integrates into the corporate sphere. Today's professionals aspire to be part of an organization that understands their individual aspirations, preferences, and needs—they seek leaders who cultivate a positive and inclusive team environment and culture. They yearn for continuous development and purpose, transcending mere occupational responsibilities. The principles that underpinned my success in the Army resonate profoundly at Amazon. For anyone transitioning from the Service to joining Amazon, my advice is to do the same things that made you successful in your military career - establish clear organizational mission and principles, fortify teamwork and unity within your entity and with collaborative partners. Integrate your goals with partnering organizations to align common objectives, fostering improved shared understanding and resource sharing. Foster a culture that encourages initiative and innovation across all echelons of the organization. All military branches inculcate these leadership attributes in their personnel, and I am no exception. Amazon has provided me the latitude and autonomy to fortify my team, augmenting their efficiency and preparedness to embrace novel challenges.

What is your favorite leadership principle and why?

You might have anticipated my preference to be “Strive to be Earth’s Best Employer.” While I hold immense respect for that principle, I find myself more aligned with “Learn and Be Curious.” This leadership principle lays the groundwork for leaders to perpetually pursue self-enhancement and to inspire their teams to embark on a similar journey of self-improvement.The most impactful guidance I’ve received from a mentor was to “be curious a little longer.” This encouraged me to delve deeper, to pose more questions, to seek an array of perspectives, to uncover fresh possibilities, and to explore them judiciously when the circumstances are favorable. The spirit of curiosity is not just about unearthing new knowledge, but also about fostering an environment where diverse viewpoints are sought and valued, where the quest for learning is a continual journey, enriching both the individual and the collective team.

Thank you for your leadership, Steve, and for sharing your Amazon story!