Description The NA Delivery Service Partner (DSP) Performance Org is charged with ensuring the DSP network raises the bar on customer experience and delivery quality, while protecting the overall health of the network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: DA Focus, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ. The DSP Performance Ops team is seeking a talented L4 Performance Ops Specialist to join our team! As an Individual Contributor, the Ops Specialist is an integral part of our operations team, performing high judgement investigations and research to inform decision making and appropriate actions for the various programs we support, while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team, allowing us to better support our customers. Key job responsibilities • Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making • Evaluates root cause and performing 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 gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity • 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, managers, or self-identified initiatives • Supports, mentors, and motivates team as a trusted business partner • Monitors safety, quality, productivity, and customer expectations • Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful • Thinks Big across the Last Mile space, delivering holistic, scalable solutions • Operates and delivers in a fast-paced environment • Must be able to work a schedule that includes a Sunday or a Saturday A day in the life On any given day, the successful Ops Specialist can expect to interact with internal and external stakeholders in the accomplishment of business goals. Peers, leaders, and stakeholders will look to you for guidance and your business insights. An Ops Specialist will deep dive the most sensitive of cases that pose imminent risk to our business while having the chance to run meetings, manage projects with some ambiguity, and provide routine communication across the organization. Basic Qualifications Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience Experience with MS Word, Excel, OneNote, Outlook 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 Preferred Qualifications 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 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.