At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space. We are doing this by building a world class last mile operation, significantly complimented by Amazon Delivery Service Partner Program (DSP). Amazon DSP connects aspiring entrepreneurs with opportunities, resources, and coaching to help them build and scale their own logistics businesses. We are seeking a leader to be responsible for ensuring that our Delivery Service Partners across more than a dozen countries receive the best possible experience. You will do this by setting up scalable product and program initiatives that listen to feedback, deeply understand DSP pain points, and develop quantitative ways to measure their experience. You will drive analyses to understand which areas are most critical to overall satisfaction, and develop new solutions to make step changes in the DSP experience. To enable these solutions, you will work with our legal and public policy partners, with tech teams across Amazon, and with the country business teams. You will motivate great people to move fast toward your north star vision, while remaining nimble and showing great bias for action in a quickly evolving last mile delivery channel.
Key job responsibilities
-Develop scalable methods to listen and collect feedback from DSPS
-Analyze feedback, sentiment, and core business metrics and create attribution models to determine the most critical focus areas
-Creating net new metrics, inputs and KPIs for success
-Serve as owner for DSP Experience & Success, partnering with local teams on experience analyses and execution.
-Closely partner with Last Mile Product and Tech teams on their ongoing software development and delivery roadmaps, balancing productivity and long-view planning with agility and responsiveness to customers
-Implementing processes across Last Mile Product and Tech, Amazon Logistics, and other partner business teams to improve detection and prevention of bad experiences
