What are the responsibilities and job description for the Manager - Account Management, DSP Shared Services position at Amazon?
DESCRIPTION
The Americas Deliver Service Partner (DSP) team partners with entrepreneurial individuals across the globe to build sustainable and scalable delivery capacity so that Amazon can continue to delight customers with fast, efficient, and bar raising fulfillment of their orders.
The DSP Shared Services team (DSS) is the backbone of the NA DSP organization and it is their work streams that enable the scale of the program. Account Manager in DSP Shared Services will be responsible for providing support on a day to day processes that enable DSPs to continue to grow and succeed within the last mile network. This role will use complex problem-solving skills, manage multiple high visibility priorities, and maintain a keen attention to detail and the ability to work in a fast-paced environment with ambiguous situations.
The DSS Manager role will manage a team of 7 Account Managers who support request that help keep the DSP day to day business operations running and can range from invoice inquires, administrative support of systems and onboarding, as well as fleet allocation concerns. This role will be directly responsible for team metric goals, building out streamline processes and helping manage escalations. DSS was created to help DSPs and Business Coaches to scale, you must have a strong passion for accountability, setting high standards, and driving results through focus on improving existing and future state operations, systems, and processes. The ideal candidate will be able to think big to create a long-term plan and influence leaders, but have exceptional tactical skills to drive day-to-day implementation. They will be able to learn quickly and become subject-matter experts in a number of different fields.
Key job responsibilities
- Managing a team of 7 Account Manager
- Maintaining and improving KPIs against team goals
- Providing introductory information to new DSPs, setting up accounts and providing guidance through initial onboarding and launch.
- Scaling DSP learning through module creation and in person facilitation.
- Support DSP intake process, solving simple and complex issues from a variety of topics.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Communicating with customers through various channels and responding promptly to inquiries.
- Maintain customer records by updating account information within Salesforce.
- Developing long-term solutions using field experience and data-driven assumptions
A day in the life
As Manager in DSP Shared Services, you will be responsible for specific tasks or work streams that enable the onboarding, launch, or ongoing support of a DSP owner. You will develop mechanisms to identify problems that can be solved at scale and work cross functionally to build solutions to improve efficiency and reduce manual errors of standard work. You’ll accomplish this by analyzing problems, discovering insights, delivering recommendations, and driving change through your Account Manager team.
About the team
At Amazon, our goal is to provide customers with an incredible package delivery experience through the last mile of the order. To achieve this goal, we partner with a network of small independent delivery businesses (Delivery Service Providers) and the independent contractor community (Amazon Flex) to deliver customer orders. Utilizing continuous improvement initiatives and creative thinking, our Delivery Station teams ensure that millions of packages reach their final destination as efficiently as possible.
BASIC QUALIFICATIONS
- Experience managing large teams
- 5 years of Account Management or Sales experience
- Experience analyzing data and best practices to assess performance drivers
- Be able to travel up to 10% to assigned stations and to conduct training and lift up to 10lbs while at station
PREFERRED QUALIFICATIONS
- Experience analyzing key open issues and resolution metrics for each of the managed accounts
- Experience in relationship management within technology, start-ups, or SaaS Platforms
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
