Operations Manager, DSP DFI

Are you passionate about leveraging data technology and automation to solve complex operational challenges Do you thrive in fast-paced dynamic environments where you can turn ambiguous problems into scalable solutions Are you looking for a high-impact high-visibility role where you can shape operational strategy and drive meaningful business results

We are looking for a motivated analytical and results-oriented self-starter to join the Delivery Feedback and Insights (DFI) Performance team as an Operations Manager!

In this role you will own strategic initiatives that improve operational efficiency quality and scalability across our North America operations. You will develop and execute a long-term automation strategy leveraging AI and self-service development tools to eliminate manual processes streamline workflows and build scalable solutions. You will also drive operational performance through data-driven insights identifying systemic gaps and partnering with cross-functional stakeholders to implement sustainable improvements.

The ideal candidate combines strategic thinking with hands-on execution demonstrating strong analytical capabilities technical curiosity and the ability to navigate ambiguity. You will balance competing priorities influence stakeholders across teams and translate complex operational challenges into actionable solutions. As a people leader you will also manage a team of specialists establish scalable coaching mechanisms and serve as a key escalation point for the broader Operations organization.

Key job responsibilities
Automation Strategy & Execution: Develop and own a three-year automation roadmap leveraging AI and self-service tools to independently design build and deploy scalable solutions that improve efficiency and reduce manual effort.

Operational Strategy & Program Management: Lead complex initiatives prioritize competing demands evaluate trade-offs and deliver measurable business outcomes through data-driven decision-making.

Performance Management & Analytics: Track and report key operational metrics analyze complex datasets to identify root causes and performance gaps and drive strategic initiatives to improve quality and productivity.

Cross-Functional Collaboration: Partner with stakeholders across Operations Product and Technology to simplify processes resolve systemic issues and implement scalable improvements.

Leadership Communication: Deliver clear concise written and verbal updates to leadership and stakeholders on program performance strategic recommendations risks and key decisions.

Operational Leadership: Serve as a primary escalation point for Operations Managers providing guidance on complex issues prioritization and operational improvements.

People Management & Development: Lead a team of specialists driving performance engagement and development. Establish scalable coaching and mentorship mechanisms across the broader Operations organization.

Continuous Improvement: Standardize best practices eliminate inefficiencies and develop sustainable mechanisms that improve operational consistency accountability and scalability.

About the team
The Delivery Feedback and Insights (DFI) team part of the broader Delivery Service Partner (DSP) organization maintains the end-to-end pipeline of Delivery Associate (DA) feedback ingesting 1.2M cases annually (globally). DFI investigates and issues infractions based on global standards and regional requirements and the teams goal is to achieve zero delivery complaints and industry-leading delivery standards across all geographies where the DSP Program operates. To achieve that DFI employs rigorous case management standards to produce delivery insights equip DSPs with data-driven tooling to improve DA performance and collect closed-loop feedback to enhance detection capabilities

- Experience using data to influence business decisions
- Knowledge of Microsoft Office products and applications (esp. MS Excel Word) at an advanced level
- Experience automating a complex process
- 5 years of experience in program management business operations or operational strategy including leading cross-functional initiatives

- 2 years of team management 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 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 TN Nashville - 69700.00 - 105000.00 USD annually