Sr. Mgr, DA & DSP Experience, APAC DSP

Job description

At Amazon, we're working to be the most Customer-centric company on earth. The goal of Amazon’s Delivery Service Partner (DSP) Management Team is to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class delivery experience through the introduction of pioneering new products and services in the last mile delivery space.

We are looking for a dynamic, organized self-starter to join as the leader for DSP and DA (Delivery Associate) Experience team.

This role leads DSP/DA Experience charter for APAC region and includes defining the strategy along with ownership of local programs based on regional nuances. This role will require creativity and innovation, developing strategy and roadmap across various programs, products, and operations to promote listening and engagement. You and your team will leverage mechanisms to capture the DSP voice and perspective, and bring these insights back to the DSP program and product teams.

You will need to use data to identify core improvement opportunities, and tell a compelling story to drive change. You should have a passion for improving the customer experience, diving deep into problem solving, driving innovation using Amazon scale and technology, setting a team strategy, developing talent, and finding ways to introduce structure in an ambiguous space.

At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.

Key job responsibilities

Core Components of the role include:

- Voice of the DSP: Develop a deep understanding of their experience, combining data with anecdotes to develop perspective at the forefront of program / product development.

- Leading programs which impact safety and experience of DSP Delivery Associates (DA)

- Strategy & Operations: In collaboration with WW teams define core strategy to improve DSP experience; develop strategic programs, translate them into a high-impact project roadmap, and execute these programs.

- Data Analytics & Measurement: Utilize analytical skills to understand DSP engagement and connect engagement with performance measurements; communicate data findings and insights to encourage partner teams to improve their products and processes.

- Cross-Functional Collaboration: Build collaborative, influential internal and external relationships with Product, Program, Ops teams and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the DSP experience.