Account Manager, DSP Shared Services

The Americas Deliver Service Partner (NA 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. Equal parts advisor and operating partner, Amazon's team of Business Coaches assist our DSP business owners as they build and grow successful last mile package delivery businesses. As trusted advisors, Business Coaches work alongside DSPs to help solve their biggest challenges at a programmatic level; influence their business planning and strategy; and look around corners to identify obstacles and recommend solutions, ensuring DSP owners make effective business decisions and are setup for success.

The DSP Shared Services team (DSS) is the backbone of the Americas DSP organization and it is their workstreams that enable the scale of the program. This Account Manager, DSP Shared Services will be responsible for providing support on a day to day processes that enable DSPs to continue to grow and succeed within the last mile network. This role will use complex problem-solving skills, manage multiple high visibility priorities, and maintain a keen attention to detail and the ability to work in a fast-paced environment with ambiguous situations.

The DSS Account Manager role will be expected to support direct inquiries from DSP program teams as well as DSPs. These support request help keep the DSP day to day business operations running and can range from invoice inquires, administrative support of systems and onboarding, as well as fleet concerns. DSS was created to help DSPs and Business Coaches to scale, you must have a strong passion for accountability, setting high standards, and driving results through focus on improving existing and future state operations, systems, and processes. The ideal candidate will be able to think big to create a long-term plan and influence leaders, but have exceptional tactical skills to drive day-to-day implementation. They will be able to learn quickly and become subject-matter experts in a number of different fields.

Key job responsibilities

• Providing introductory information to new DSPs, setting up accounts and providing guidance through initial onboarding and launch.
• Conducting DSP training (in person and virtual) across several product types.
• 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

A day in the life

As an Account Manager, DSP Shared Services, you will be responsible for specific tasks or workstreams 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. You'll accomplish this by analyzing problems, discovering insights, delivering recommendations, and driving change through internal stakeholder teams.

About the team

At Amazon Last Mile, 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.