What are the responsibilities and job description for the Manager, DSP Performance Ops, DSP Performance Operations position at Amazon?
DESCRIPTION
The AM DSP Performance Org is responsible for 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. The DSP Performance Operations team owns execution and operational support under several of the Performance umbrellas: SLS Performance (Service Level Standards/Scorecard), DSP Relations, as well as Safety programs High Severity Incidents and On Road Conduct & Safety (ORCAS). We provide these programs with high judgement operational, case management, and investigation support.
The DSP Performance Ops team is seeking a talented Manager to join our team! This role will lead a team of salaried and hourly talent with a focus on Delivery Feedback & Insights.
Key job responsibilities
- Build collaborative relationships with program managers to gain alignment on changes, surface pain points and solve key problems; balance impact of added scope and operational capacity
- Provide regular, formal & informal feedback and performance reviews to direct reports
- Identify and drive ongoing process and program improvement projects as outlined by stakeholders, managers, or self-identified
- Support, mentor, and motivate team
- Manage and improve safety, quality, productivity, and customer expectations
- Partner with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful
- Think Big across the Last Mile space, delivering holistic, scalable solutions
- Operate and deliver in a fast-paced environment
BASIC QUALIFICATIONS
- 5 years of working cross functionally with tech and non-tech teams experience
- 5 years of team management experience
- 5 years of cross functional project delivery experience
- 5 years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience with performance metrics and process improvement and Lean techniques
- Experience defining program requirements and using data and metrics to drive improvements
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