Amazon DSP Shared Services Manager
4 weeks ago
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. As a 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.
Key Responsibilities
• Managing a team of 7+ Account Managers
• 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
About the Team
At Amazon Logistics, 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
• Ability 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. For individuals with disabilities who would like to request an accommodation, please visit
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