Q&A with James Birchler, Senior Software Development Manager for Last Mile Routing & Planning

Everyone, meet James Birchler ! James is a Senior Software Development Manager for Last Mile Routing & Planning at Amazon. He leads innovation, operational excellence, and developer experience initiatives, overseeing the design and development of software that routes for Amazon packages globally.

Amazon Prime Day is one of the busiest day of the year for his team and that means it’s a critical time for Last Mile Planning to fully focus on ensuring all systems are optimized and ready to meet our customers' needs.

James, tell us what is your favorite Amazon memory?

My most treasured memories at Amazon is whenever I have the chance to engage with dedicated delivery associates during their visits to my neighborhood. It's a special moment for me to personally express my heartfelt appreciation for their tireless efforts and the invaluable service they provide. Seeing their genuine expressions of validation, recognition, and happiness during our conversations is incredibly rewarding and underscores the profound impact of their work.

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

At Amazon, we're committed to supporting employees and delivery drivers during the summer heat. Through our routing platform teams, we've implemented enhancements that have saved over 96.9 million minutes, equivalent to nearly 67,000 days, by adjusting routes. This allows drivers to take more breaks for hydration, rest, and cooling down. We achieve this by closely monitoring weather and heat index data down to the zip code level, enabling us to make precise route adjustments based on local conditions. At Amazon, data-driven insights inform our software development for vehicle routing, aligning seamlessly with our commitment to innovative solutions that Invent and Simplify for our customers.

Have you been on a ride-along?

Yes, participating in driver ride-alongs is the most fulfilling experience of my role. The software used by delivery drivers is critical for optimizing routes and ensuring efficient delivery operations. During ride-alongs, I spend significant time with delivery drivers at stations and in delivery vans, actively engaging with them to understand their daily challenges and experiences. This hands-on approach not only provides valuable insights but also strengthens our partnership with drivers. By immersing ourselves in their environment, we can fine-tune our software tools and support systems, ultimately enhancing service quality and customer satisfaction. It's a collaborative effort aimed at continuously improving operations and delivering exceptional experiences to our customers.

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

As a Software Development Manager, I am deeply committed to empowering my team to achieve excellence. I prioritize creating an inspiring environment and providing a clear vision, along with challenging projects that allow my team to showcase their skills and advance their expertise. My leadership style, focused on enhancing developer experience, complements Amazon's dedication to delivering exceptional software builder experiences, which drives tangible value for our customers and fuels ongoing innovation. Currently serving on the VP-level leadership team for Last Mile Routing and Planning, I co-lead a collaborative effort across design, technical, and product teams to pilot a portfolio-based approach to manage innovation aimed at scaling across all last mile operations. I am thrilled to leverage 'Lean Startup' strategies that I've developed in previous roles to foster impactful innovation at Amazon's extensive scale.

In a relatively short time, I've been able to apply over two decades of experience leading product development and engineering teams at technology startups, including pioneering the 'Lean Startup' methodology. This has allowed me to significantly influence how we approach innovation, software development, and delivering customer value at Amazon. Amazon's culture is deeply rooted in invention and innovation, as evident in our Leadership Principles: 'Customer Obsession,' 'Ownership,' 'Invent and Simplify,' 'Think Big,' 'Bias for Action,' and 'Learn and Be Curious.' These principles provide a robust framework that leaders use to foster a culture of innovation and empower high-performing teams. I see these principles in action within our leadership, where we uphold Jeff Bezos' vision of creating long-term customer value through principles like Ownership and Customer Obsession. We cultivate an environment of psychological safety, encouraging teams to Think Big and take calculated risks, knowing that insights gained from both successes and setbacks are invaluable outcomes of our efforts. It's truly inspiring to witness the spirit of invention thriving at Amazon.

What is your favorite leadership principle and why?

My favorite Amazon leadership principle is Ownership: 'Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say, "that’s not my job." This principle resonates deeply with how I approach my work, my team, my family, and my community. I consistently emphasize to my team the importance of investing in quality over speed, which is a fundamental principle here at Amazon. Ownership is about taking the long view and understanding that we are all part of one team. It emphasizes the critical role of innovation and invention in fostering long-term growth and success.

How do you foster diversity and inclusion on your team?

I’ve had every advantage on my side in my career journey, so I feel strong responsibility for the part I need to play as an ally in enhancing diversity and inclusion on my team. I think one of my most important roles and responsibilities as a leader is to both raise my voice in service of improving the situations of those who are underrepresented and underserved, and to amplify the voices of those who have been historically underserved by the prevailing culture. So I do those things: I call out my advantage and offer my support to others who haven’t had them. I proactively offer to take on the work of change rather than asking or expecting others to do it. I actively create community and create opportunities for myself and others to serve that community working with each other and for each other we are all one team at Amazon.

What do you do for fun and to foster work/life harmony?

I love growing and cooking food, and nothing brings me more joy than sharing these experiences with my family and friends. For me, food is deeply rooted in community—whether it's nurturing my own garden, sourcing from local farmers and ranchers who champion organic and sustainable practices, or enjoying meals together. I've cultivated longstanding friendships within the farming community, and these connections to both the land and the people who cultivate it keep me grounded. In addition to my love for food, I also have a deep passion and interest in traveling. I studied Geography in Toulouse, France, and later worked as a software engineer in Paris. During my time there, I had the opportunity to lead cycling tours through the beautiful region of Provence. My experiences in France have left a lasting impression, and I continue to hold a deep appreciation for that part of the world.

What is exciting about the Amazon office?

What excites me about the Amazon office is the opportunity to regularly engage with exceptionally talented and motivated individuals. Face-to-face interactions with my colleagues, not only accelerate decision-making and progress but also facilitate collaborative learning and mutual support. This environment serves as a continuous learning engine that promotes personal growth and sparks innovation. Being together makes it easier for us to help each other and learn together—fostering a kind of continuous learning engine that enables personal growth and more innovation. I’m always inspired by my teams!

James, thank you for telling us your Amazon story and for delivering a seamless experience for our customers!