Description

The NA Delivery Service Partner (DSP) Performance Org is charged with ensuring the DSP network raises the bar on customer experience and delivery quality, while protecting the overall health of the network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: DA Focus, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ.

The DSP Performance Ops team is seeking a talented L4 Ops Lead to join our team! As an Individual Contributor, the Ops Lead plays a pivotal role across the DSP Performance space by developing and implementing innovative solutions that optimize the performance of the entire team, enhance case management, and ultimately allow us to better support our DSP business partners.

Key job responsibilities

• Builds collaborative relationships with Operations Managers to gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity

• Implement and Oversee ongoing projects related to SOP improvements, training efforts, and tech implementation

• Present operational call-outs to leadership during business reviews

• Manage ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives

• Support, mentor, and motivate team as a trusted business partner

• Monitor safety, quality, productivity, and customer expectations

• Partner with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful

• Think Big across the Last Mile space, delivering holistic, scalable solutions

• Operate and deliver in a fast-paced environment

A day in the life

On any given day, the successful Operations Lead can expect to interact with internal and external stakeholders in the accomplishment of business goals. Operations Specialists will look to you for guidance, Peers will be dependent on the tools you build for their success, and leaders will look to you for business insights. An Operations Lead will run meetings, manage projects with some ambiguity, and provide routine communication across the organization.

Basic Qualifications

Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience

Experience with MS Word, Excel, OneNote, Outlook

Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Skilled in SalesForce or equivalent case management software

Ability to multi-task with efficiency and quality

Preferred Qualifications

1+ years of performance metrics, process improvement or lean techniques experience

Experience in Safety, Risk Management, or investigations with a proven track record of critical thinking ability.

2+ years work experience involving DSPs, DA's, and/or Last Mile Operations.

Proficiency in intermediate/expert functions of Excel

2+ Years Experience using Salesforce

Basic SQL/VBA knowledge a plus

Experience performing investigative work

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.