The NA Delivery Service Partner (DSP) Performance Org is charged with raising the bar by providing actionable feedback on customer experience and delivery quality, protecting the overall health of the last mile delivery 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 investigative 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 Operations 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.

- Bachelors degree and/or 4 yrs of blue badge experience.
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level

- 1-2 years working with Salesforce or other equivalent case management system.
- Experience with operations, risk, fraud investigations etc.
- Experience with six sigma tools and Lean techniques
- 2+ years experience in process improvement and SOP development
- 2+ yrs in Last Mile, DSP operations, or equivalent experience

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