The NA Delivery Service Partner (DSP) Performance Org is charged with 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. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: Delivery Feedback & Insights (DFI), Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ.

The DSP Performance Ops team is seeking a talented L4 Performance Ops Lead with a focus on Quality to join our team! As an Individual Contributor, the Quality Lead is an integral part of our operations team, acting as the lead quality specialist and coordinating quality initiatives across several work streams. Simultaneously, this role will perform research and gather data and feedback to inform the Quality process to develop and implement innovative solutions that optimize the performance of the team.


Key job responsibilities
• Leads a team of quality review specialists.
• Develop and maintain Standard Operating Procedures (SOPs) for conducting quality reviews, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making
• Evaluates root cause and performing data analysis to identify opportunities for process improvement
• Escalates trends in issues or pain points occurring within the process
• Builds collaborative relationships with Operations Managers and Program Manager partners to gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity
• Implements and Oversees ongoing projects related to SOP improvements, quality efforts, and tech implementation
• Presents operational call-outs to leadership during business reviews
• Manages ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives
• Supports, mentors, and motivates team as a trusted business partner
• Monitors safety, quality, productivity, and customer expectations
• Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful
• Thinks Big across the Last Mile space, delivering holistic, scalable solutions
• Operates and delivers in a fast-paced environment