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Description

The Delivery Service Partner (DSP) Performance Operations Team 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 DSP and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: Delivery Feedback & Insights (DFI), 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 Operations Manager to join our team! This role will lead a team of performance specialists in managing performance trends of Delivery Associates across North America.

Key job responsibilities

• Provide regular, formal & informal feedback and performance reviews to direct reports

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

• 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

• Support, mentor, and motivate team

• Manage 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

Performance Operations Managers are the tactical leaders our organization relies upon to ensure success across the last mile delivery space in North America. In a typical day, managers will be expected to lead their team from the front, make high judgement decisions that have strategic implications for Amazon, and constantly deep dive issues in search of trends that may signal new risks to Amazon. Managers will engage frequently with skip level Managers and higher in executive escalations, be given wide latitude to make decisions, and interact daily with their team. This is a dynamic environment where leaders will thrive.

Basic Qualifications

- 4+ years of operational and/or retail management experience

- 2+ years of team management experience

- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level

- Knowledge of process improvement and quality measures

- 3+ years of performance management experience

Preferred Qualifications

- Experience with operations, risk, fraud investigations etc.

- Experience with six sigma tools and Lean techniques

- Knowledge of Salesforce or other customer service interface platforms

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.