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The NA Delivery Service Partner (DSP) Performance Org exists to drive accountability, quality, and safety across Amazon's last mile delivery network. Our mission is to ensure that our Delivery Service Partners consistently raise the bar on customer experience and delivery quality, while actively protecting the health of the network and mitigating risk to Amazon and the communities we serve.
The DFI Performance Ops team serves as the operational backbone for multiple high-impact programs across the Delivery Service Partner and Last Mile organization.

We provide these programs with operational support, including case management, high-judgment investigations, data analysis, and process improvement. Our program partners include, but are not limited to: Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents (HSI), and LMAQ.
As a Performance Ops Specialist, you will be an individual contributor operating at the intersection of operations, investigations, and cross-functional partnerships.

In this role, you will conduct complex, high-judgment investigations and data-driven research that directly inform consequential decisions affecting DSPs and DSP drivers across the network. You will identify systemic process gaps, contribute to SOP development/refinement, and collaborate with Operations and Program Managers to implement scalable, lasting solutions. This requirements of this role demand the ability to manage ambiguity with confidence, balance competing priorities with sound judgment, and operate with a high degree of ownership - making it an ideal opportunity for someone who thrives in a fast-paced, high-stakes environment where their work has direct and visible impact.

Key job responsibilities
- Executes high-judgment case investigations in accordance with established Standard Operating Procedures (SOPs), leveraging multiple Amazon internal tools to conduct thorough, accurate, and timely decision-making across supported programs.
- Performs root cause analysis and data-driven deep dives to surface systemic trends, identify process inefficiencies, and develop actionable recommendations for continuous improvement.
- Proactively identifies and escalates recurring issues, pain points, and operational risks to the appropriate stakeholders, ensuring timely resolution and visibility at the right levels of the organization.

- Builds and maintains strong collaborative relationships with Operations Managers and Program Manager partners, driving alignment on process changes, surfacing operational pain points, and co-developing solutions that balance scope, capacity, and impact.
- Leads and contributes to ongoing projects focused on SOP improvements, training enhancements, and technology implementation, ensuring initiatives are executed with rigor and delivered on time.
- Prepares and presents operational call-outs, findings, and recommendations to leadership during business reviews, communicating complex information clearly and with appropriate context.

- Partners with cross-functional stakeholders across the Last Mile organization to operationally support programs that enable DSPs and DSP drivers to perform safely and successfully.
- Applies broad, strategic thinking across the Last Mile space to develop holistic, scalable solutions that address both immediate operational needs and longer-term program health.
A day in the life
On any given day, a successful Performance Ops Specialist can expect to engage with a wide range of internal and external stakeholders in service of shared business goals.

Peers, program managers, and senior leaders will look to you as a subject matter resource - someone who brings both operational depth and sound business judgment to every interaction.
You will spend meaningful time deep-diving into the most sensitive and complex cases in the queue - those that carry the highest risk to our business, our DSP partners, and the customers we serve. Beyond case work, you will have the opportunity to lead and participate in cross-functional meetings, manage projects that carry real ambiguity, and deliver structured communications across the organization.

No two days look exactly alike, and the ability to shift fluidly between focused investigative work and broader strategic conversations is what sets the most effective specialists apart.
About the team
The Delivery Feedback and Insights (DFI) Performance Ops team is the operational backbone of Amazon's last mile accountability and safety programs. We partner with high-impact programs - including SLS, ORCAS, DSP Relations, and HSI - to deliver expert case management, high-judgment investigations, and data-driven process improvement at scale.
Our team is built on a culture of ownership, continuous improvement, and cross-functional collaboration

We move fast, think big, and hold ourselves to a high bar - because the decisions we make directly affect DSPs, DSP drivers, and the customers they serve. If you thrive in a dynamic environment where your work has real, visible impact, you'll find a home here.