Account Manager, Fleet Excellence and Compliance

Global Fleet & Products (GFP) owns the strategy lifecycle management and operational excellence of Amazons last-mile delivery fleet across North America. The Fleet Excellence & Compliance (FE&C) team within GFPs NA Fleet Ops & Programs organization is responsible for bridging program strategy with field-level execution ensuring fleet readiness vendor accountability and DSP compliance at scale.
The Account Manager FE&C is a fleet execution role designed for complex multi-party coordination between Amazon Delivery Service Partners (DSPs) and third-party vendors (Fleet Management Companies OEMs body shops and FSS vendors). This role fills the critical gap between GFP program strategy and field-level outcomes handling work that is too ambiguous for offshore support too judgment-heavy for automation and too tactical for Program Managers.
The Account Manager serves as the single-threaded owner for 23 fleet programs driving daily execution escalation resolution and measurable field outcomes. This role operates as the connective tissue across a three-way coordination model (Amazon DSP 3P Vendor) ensuring all stakeholders are aligned accountable and documented in Salesforce. The ideal candidate thrives in ambiguity brings strong tactical execution skills and can balance multiple high-visibility priorities while maintaining a keen attention to detail in a fast-paced environment.

Key job responsibilities
Owning end-to-end execution of 23 assigned fleet programs including SOP quality daily health metric monitoring (reopen rates case age resolution SLA DPMO) and playbook development.
Serving as the primary coordination point between Amazon internal teams DSP owners and third-party vendors (FMCs OEMs body shops) documenting all interactions in case management tools.
Resolving Tier 1 escalations directly (target: 80%) and escalating Tier 2 issues to Program Managers with full context and a recommendation not just a problem statement.
Driving measurable field accountability outcomes including FCA compliance VORR contribution (defect removal OON repairs) vendor responsiveness/SLA documentation and HVE readiness (812 weeks pre-Peak preparation).
Identifying SOP gaps and recommending process improvements; contributing 12 SOP fixes per quarter.
Supporting DSP relationship management including compliance coaching tied to MEP enforcement milestones.
Coordinating complex fleet lifecycle events such as EDV station launches redeployment OEM outreach and warranty coordination.



A day in the life
An Account Manager on the FE&C team starts the day reviewing program health dashboards monitoring case SLA compliance reopen rates and vendor responsiveness across the assigned portfolio. The role involves coordinating directly with DSPs on fleet condition issues working with Fleet Management Companies to resolve grounding or repair delays and escalating complex policy exceptions to the Program Manager with a clear recommendation. Every interaction is documented in a case management system. Patterns across cases that signal SOP gaps are identified and driven toward process improvements that reduce future escalation volume. This work directly impacts fleet uptime DSP satisfaction and Amazons ability to deliver packages on time.

About the team
The FE&C team within GFPs NA Fleet Ops & Programs organization manages fleet execution across multiple portfolio areas including fleet maintenance invoicing and DSP satisfaction. The team operates in a programmatic modelowning metrics driving vendor accountability and serving as the human-in-the-loop for cases that require judgment relationship management and cross-functional coordination.

- 1 years of sales or account management experience
- Experience with Excel
- Experience analyzing data and best practices to assess performance drivers

- Bachelors degree in business administration economics mathematics engineering statistics or related field
- Experience analyzing key open issues and resolution metrics for each of the managed accounts
- Experience in relationship management within technology start-ups or SaaS Platforms

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

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The base salary range for this position is listed below. 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 AZ Tempe - 52300.00 - 91600.00 USD annually