NA DSP Perf Operations Specialist, NA DSP Operations

NA DSP Perf Operations Specialist, NA DSP Performance Operations

Job :  |  Services LLC

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.

We are seeking an operational specialist who will perform high judgement investigations and research to inform decision making and appropriate actions for the various programs we support, while simultaneously developing and implementing innovative solutions that optimize performance and support customers.

• Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making.
• Evaluates root cause and performs data analysis to identify opportunities for process improvement.
• Escalates trends in issues or pain points occurring within the process.
• Builds collaborative relationships with Operations Managers and Program Manager partners to gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity.
• Implements and oversees ongoing projects related to SOP improvements, training efforts, and tech implementation.
• Presents operational call-outs to leadership during business reviews.
• Manages ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives.
• Supports, mentors, and motivates team as a trusted business partner.
• Monitors safety, quality, productivity, and customer expectations.
• Partners with cross-functional stakeholders to drive programs that enable DSPs and Transporters to be safe and successful.
• Thinks big across the Last Mile space, delivering holistic, scalable solutions.
• Operates and delivers in a fast-paced environment.
• Must be able to work a schedule that includes a Sunday or a Saturday.

On any given day, the successful Ops Specialist interacts with internal and external stakeholders to accomplish business goals. Peers, leaders, and stakeholders look to you for guidance and business insights. You will deep-dive the most sensitive cases that pose imminent risk to our business while having the chance to run meetings, manage projects with some ambiguity, and provide routine communication across the organization.

• Experience with Microsoft Office products and applications.
• Experience with CRM tools like Salesforce.
• Experience with research and investigation skills or equivalent.
• Strong analytical skills, attention to detail, and effective communication abilities.

• Experience with written and verbal communication and presentation.
• Experience leading process improvements.
• Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions.

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

Location:

USA, TN, Nashville – 16.00 - 28.00 USD hourly.

Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

Learn more about our benefits at (Use the "Apply for this Job" box below)..

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