At Amazon, we’re working to be the most Customer-centric company on earth. The goal of Amazon’s Delivery Service Partner (DSP) Team is to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate to provide best in class delivery experience through the introduction of pioneering new products and services in the last mile delivery space. Come join the team and help us make history!
We are looking for an innovative, experienced, high judgement candidate to build critical listening mechanisms for DSP owners to provide feedback on the North America DSP Program.
This individual will manage experience surveys, roundtable discussions between Amazon leadership and DSPs, and refine our listening mechanisms that synthesize feedback into meaningful actionable insights for our partner teams in order to influence product roadmaps that improve the experience for our growing network of over 2,500 DSPs.
Core Components of the role include:
– Listening Mechanisms: Design, launch, and manage listening mechanisms to capture DSP feedback, measure customer satisfaction, develop a deep understanding of the customer experience, and combine it with anecdotes to develop perspective at the forefront of product development.
– Communication: Create and own recurring communications to business leaders about partnership and sentiment opportunities to improve customer satisfaction and retention in the DSP Program.
– Analyze & Measurement: Utilize analytical skills to understand DSP engagement and connect DSP engagement with performance measurements; communicate findings and insights to engage partner teams to improve their products and processes.
– Cross-Functional Collaboration: Build collaborative, influential internal and external relationships with Product team, Business teams, and Field teams to gather information, set action plans, and monitor execution to improve the DSP experience.
Key job responsibilities
– Own the monthly customer sentiment survey and reporting program across North America
– Work with other program managers to identify risks and opportunities across multiple projects within the department
– Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders
About the team
This role will collaborate with other team members around the country daily in a very transparent environment in order to improve the customer experience.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA
BASIC QUALIFICATIONS
– 5+ years of program or project management experience
– Experience using data and metrics to determine and drive improvements
– Experience owning program strategy, end to end delivery, and communicating results to senior leadership
PREFERRED QUALIFICATIONS
– 2+ years of driving process improvements experience
– Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.