In this Hub Delivery Program Support role, you will serve as a support layer to the Hub Delivery Account Management team. This role helps keep the Hub Delivery day to day operations run smoothly to ensure we deliver the best in class support for our Hub Delivery Partners (Small Business Owners).
You’ll accomplish this by working closely with account managers along with integrated internal team members of program managers and business development managers. You will assist in managing the partner pipeline, answering internal tickets, assisting with daily operations and maintaining the SOP’s of Account Management. In this role you will be collaborating with a new team and new processes from scratch in a highly ambiguous environment that pushes forward Amazon's innovation in the last mile delivery space.
Successful candidates are customer-centric, self motivated and data driven. They are strategic and hands-on with a passion for process improvement and thrive in an innovative, fast-paced environment. This role directly impacts our Hub Delivery Partners experience by helping uncover issues and implementing new solutions.
Key job responsibilities
- Manages Account Management SIM Internal Ticketing Folders and responds to all tickets within SLA
- Partner with internal teams to facilitate high quality solutions on behalf of Delivery Partners
- Monitors Hub Delivery Shared Inbox and directs incoming emails to internal team members
- Supports pipeline management including prioritizing launches of non-active partners and back-filling partner exits
- Provide weekly pre-launch delivery partner operational support
- Working with a sense of urgency to drive and deliver goals while maintaining a high quality of work
- Identifying opportunities for improving the partner experience and work collaboratively with team members to make improvements
- Using knowledge and skill to build, implement, and/or meet assigned goals
- Managing escalations on routine/predefined tasks.
- Executing important tasks/activities independently.
- Identifying day-to-day operational problems and suggests tactical solutions
- Creating and driving improvements to SOPs for gaps in existing processes
- Providing support for data collection including preparing reports and reaching out to internal stakeholders
- Assisting with monitoring partner and station quality and escalating misses to proper team members
