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Senior Manager, Voice of Delivery Service Partners

Company: Amazon.com, Inc.
Location: Bellevue
Posted on: June 6, 2021

Job Description:

At Amazon, we're working to be the most Customer-centric company on earth. On Amazon's Delivery Service Partner (DSP) Experience and Development team, our goal is to exceed the expectations of our DSPs by ensuring they have access to Amazon's technology and logistics experience to build and grow a successful delivery business so they and their teams can deliver an exceptional experience to Amazon customers. To meet this goal, Amazon is continually striving to innovate and provide best in class experience for our partners and Amazon customers through the introduction of new products and services in the last mile delivery space.

We are looking for a dynamic, organized, self-starter to join as a Senior Manager of the Voice of DSP program for our Amazon Last Mile team. The person in this role will work diligently to obtain a deep understanding of the DSP experience across all facets of their journey. This role will require creativity and innovation, developing and iterating on various programs to promote listening and engagement. You and your team will leverage mechanisms to capture the DSP voice and perspective, and bring these insights back to the DSP program and product teams. You will need to come up with ways to measure DSP sentiment and satisfaction, use data to identify core improvement opportunities, and tell a compelling story to drive change. You should have a passion for improving the customer experience, diving deep into problem solving, driving innovation using Amazon scale and technology, setting a team strategy, developing talent, and finding ways to introduce structure in an ambiguous space.

Core Components of the role include:

  • Voice of the DSP: Develop a deep understanding of their experience, combining data with anecdotes to develop perspective at the forefront of program / product development.
  • Strategy & Operations: Define core strategy to improve DSP experience; develop strategic programs, translate them into a high-impact project roadmap, and execute these programs.
  • Communication: Create and own recurring communications to leaders and key stakeholders on core programs and opportunities to improve DSP engagement and satisfaction
  • Data Analytics & Measurement: Utilize analytical skills to understand DSP engagement and connect engagement with performance measurements; communicate data findings and insights to encourage partner teams to improve their products and processes.
  • Cross-Functional Collaboration: Build collaborative, influential internal and external relationships with Product, Program, Field teams and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the DSP experience.
  • Bachelor's degree
  • 10+ years of program management experience leading large projects with multiple stakeholders
  • Proven track record of sound decision making, taking ownership, and delivering results
  • Excellent verbal/written communication skills
  • Ability to build strong relationships and influence others while working in a cross functional environment, including senior members of the business
  • MBA or Masters degree
  • Passion for building positive, engaged work environments
  • Familiarity with Net Promoter Score, surveys and feedback analysis
  • Strong team, interpersonal and persuasion skills, enabling individual to establish influential partnerships working with peers, senior leaders and across organizational lines
  • Proven ability to build and develop diverse and high performing teams
  • Ability to adapt and thrive in a space where processes will need to be defined, implemented and re-imagined

Keywords: Amazon.com, Inc., Bellevue , Senior Manager, Voice of Delivery Service Partners, Other , Bellevue, Washington

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