Training Lead, DSP Performance Operations, DSP Performance Operations
DESCRIPTION
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 Training to join our team! As an Individual Contributor, the Training Lead is an integral part of our operations team, acting as the onboarding coordinator and trainer and will facilitate instructor led training for multiple processes. Simultaneously, this role will perform research and gather data and feedback to inform the training process to develop and implement innovative solutions that optimize the performance of the team.
Key job responsibilities
• Facilitate instructor led training for various processes.
• Teaches Standard Operating Procedures (SOPs) for case handling, 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, training 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
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- Experience with MS Word, Excel, OneNote, Outlook
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Skilled in SalesForce or equivalent case management software
- Ability to multi-task with efficiency and quality
- Experience facilitating instructor led-training using various modalities such as ILT, vILT, eLearning
- Experience using data and metrics to determine and drive improvements
- Experience with learning development tools such as Articulate Storyline/Rise, Captivate, Camtasia, Adobe Creative Suite.
- Understanding of adult learning methodologies such as ADDIE, Blooms, & Kirkpatricks
- Experience with LMS Admin
PREFERRED QUALIFICATIONS
- 1+ years of using eLearning development tools such as Articulate Studio/Storyline, Camtasia, Captivate, Adobe Photoshop/Illustrator
- 1+ years of performance metrics, process improvement or lean techniques experience
- 2+ years work experience involving DSPs, DA's, and/or Last Mile Operations.
- 2+ years Experience using Salesforce
- Basic SQL/VBA knowledge a plus
- Experience performing investigative work
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.