NA DSP Perf Ops Specialist, NA DSP Performance Ops Team
NA DSP Perf Ops Specialist, NA DSP Performance Ops Team
Posted on :
06-06-2025
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1 Vacancy
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Job 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 Performance Ops Specialist to join our team! As an Individual Contributor the Ops Specialist is an integral part of our operations team performing 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 the performance of the entire team allowing us to better support our customers.
Key job responsibilities
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 performing 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 operationally that enable DSPs and Transporters to be safe and successful
Thinks Big across the Last Mile space delivering holistic scalable solutions
Must be able to work a schedule that includes a Sunday or a Saturday
A day in the life
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.
- Bachelors 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
- 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 DAs 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
- Documented translator work experience.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The DSP Performance Ops team is seeking a talented Performance Ops Specialist to join our team! As an Individual Contributor the Ops Specialist is an integral part of our operations team performing 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 the performance of the entire team allowing us to better support our customers.
Key job responsibilities
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 performing 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 operationally that enable DSPs and Transporters to be safe and successful
Thinks Big across the Last Mile space delivering holistic scalable solutions
Must be able to work a schedule that includes a Sunday or a Saturday
A day in the life
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.
- Bachelors 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
- 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 DAs 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
- Documented translator work experience.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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