Amazon
NA DSP Perf Operations Specialist , NA DSP Performance Ops Team
Amazon, Nashville, Tennessee, United States, 37201
DSP Performance Ops Specialist
The NA Delivery Service Partner (DSP) Performance Org is focused on enhancing the customer experience and delivery quality for the DSP network while safeguarding the network's health and mitigating risks to Amazon. This team collaborates with various programs within the Delivery Service Partner and Last Mile organization, offering operational, case management, and investigation support. Programs 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 looking for a skilled L4 Performance Ops Specialist to join our team. As an individual contributor, the Ops Specialist will play a crucial role in our operations team by conducting high-judgment investigations and research to inform decision-making and appropriate actions for the various programs we support. Additionally, the specialist will develop and implement innovative solutions to optimize the performance of the entire team, enabling us to better support our customers. Key job responsibilities include: Adhering to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgment investigations and decision-making Evaluating root cause and performing data analysis to identify opportunities for process improvement Escalating trends in issues or pain points occurring within the process Building collaborative relationships with Operations Managers and Program Manager partners to gain alignment on changes, surface pain points, and solve key problems; balancing the impact of added scope and operational capacity Implementing and overseeing ongoing projects related to SOP improvements, training efforts, and tech implementation Presenting operational call-outs to leadership during business reviews Managing ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives Supporting, mentoring, and motivating the team as a trusted business partner Monitoring safety, quality, productivity, and customer expectations Partnering with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful Thinking big across the last mile space, delivering holistic, scalable solutions Must be able to work a schedule that includes a Sunday or a Saturday On any given day, the successful Ops Specialist can expect to interact with internal and external stakeholders in the accomplishment of business goals. Peers, leaders, and stakeholders will look to you for guidance and your business insights. An Ops Specialist will deep dive the most sensitive of 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.
The NA Delivery Service Partner (DSP) Performance Org is focused on enhancing the customer experience and delivery quality for the DSP network while safeguarding the network's health and mitigating risks to Amazon. This team collaborates with various programs within the Delivery Service Partner and Last Mile organization, offering operational, case management, and investigation support. Programs 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 looking for a skilled L4 Performance Ops Specialist to join our team. As an individual contributor, the Ops Specialist will play a crucial role in our operations team by conducting high-judgment investigations and research to inform decision-making and appropriate actions for the various programs we support. Additionally, the specialist will develop and implement innovative solutions to optimize the performance of the entire team, enabling us to better support our customers. Key job responsibilities include: Adhering to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgment investigations and decision-making Evaluating root cause and performing data analysis to identify opportunities for process improvement Escalating trends in issues or pain points occurring within the process Building collaborative relationships with Operations Managers and Program Manager partners to gain alignment on changes, surface pain points, and solve key problems; balancing the impact of added scope and operational capacity Implementing and overseeing ongoing projects related to SOP improvements, training efforts, and tech implementation Presenting operational call-outs to leadership during business reviews Managing ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives Supporting, mentoring, and motivating the team as a trusted business partner Monitoring safety, quality, productivity, and customer expectations Partnering with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful Thinking big across the last mile space, delivering holistic, scalable solutions Must be able to work a schedule that includes a Sunday or a Saturday On any given day, the successful Ops Specialist can expect to interact with internal and external stakeholders in the accomplishment of business goals. Peers, leaders, and stakeholders will look to you for guidance and your business insights. An Ops Specialist will deep dive the most sensitive of 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.