NA DSP Perf Ops Specialist - Spanish Translation, NA DSP Performance Ops Team

Amazon - Nashville, TN

Full-time - Mid Level

Nashville, TN

1,001-5,000 employees

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

About the position

The NA Delivery Service Partner (DSP) Performance Ops Specialist plays a crucial role in enhancing customer experience and delivery quality within the DSP network. This position involves conducting high-judgment investigations, data analysis, and implementing innovative solutions to optimize team performance. The Ops Specialist collaborates with various stakeholders to address operational challenges and improve processes, ensuring the safety and success of DSPs and Transporters.

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.

Requirements

• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
• 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.
• Experience using Salesforce.
• Basic SQL/VBA knowledge is a plus.
• Documented translator work experience.

Nice-to-haves

• Ability to work a flexible schedule including weekends, nights, and/or holidays.
• Skilled in SalesForce or equivalent case management software.
• Ability to multi-task with efficiency and quality.

Benefits

• Health insurance
• 401k
• Paid holidays
• Flexible scheduling
• Professional development opportunities