NA DSP Perf Ops Specialist , NA DSP Performance Operations Team

Amazon - Nashville, TN

Full-time - Entry Level

Nashville, TN

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The L4 Performance Ops Specialist plays a crucial role in the NA Delivery Service Partner (DSP) Performance Org, focusing on enhancing customer experience and delivery quality while ensuring the health of the DSP network. This individual contributor position involves conducting high-judgment investigations, data analysis, and implementing innovative solutions to optimize team performance and support various operational programs.

Responsibilities

• Adheres to Standard Operating Procedures (SOPs) for case handling, leveraging multiple Amazon tools for investigations and decision-making.
• Evaluates root causes 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 align on changes and solve key problems.
• 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 or self-identified initiatives.
• Supports, mentors, and motivates the team as a trusted business partner.
• Monitors safety, quality, productivity, and customer expectations.
• Partners with cross-functional stakeholders to drive operational programs for DSPs and Transporters.
• Delivers holistic, scalable solutions across the Last Mile space.
• Operates and delivers in a fast-paced environment.

Requirements

• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
• Experience with MS Word, Excel, OneNote, Outlook.
• Ability to 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.

Nice-to-haves

• 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, DA's, 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.

Benefits

• Diverse and inclusive workplace
• Equal opportunity employer
• Accommodations for individuals with disabilities