DSP Voice Programs Support

Job description

DESCRIPTION

At Amazon, we're working to be the most customer-centric company on earth, where customers can find and discover anything they might want to buy online. The goal of Amazon is to build a world class last mile operation. Amazon aims 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.

The DSP and Driver Experience Team engages directly with DSP owners and Delivery Associate drivers to understand their full end-to-end operations and experience, and drive impactful improvements and efficiencies in their experience and operations. We engage deeply through direct conversations, job shadows, roundtables as well as broader listening mechanisms such as surveys to identity their foremost challenges, and to work with internal Product, Program, and Operations partners to continually improve the owner and driver experience, boosting their performance and program satisfaction. Overall responsibilities will include the following functions:

• Execute field research quickly and concisely
• Travel to stations to conduct field interviews and focus groups with DSP owners and drivers
• Observe processes and workflows, summarize and report back break points to Program managers
• Review quantitative and qualitative DSP and DA feedback to identify themes as issues not readily identifiable through operational metrics
• Manage operations for engagement and recognition programs and for Driver & owner surveys through SOPs
• Solve problems, reacting quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
• Maintain a positive attitude

PREFERRED QUALIFICATIONS

Preferred qualifications
• Bachelor’s degree or equivalent experience
• Excellent interpersonal skills
• Strong analytic skills and experience working with data
• Strong attention to detail and organization skills
• Facilitation skills – presenting, training
• Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy
• Ability to prioritize, manage and complete projects with tight deadlines
• Ability to give and receive feedback effectively
• Desire to thrive in a dynamic, growing environment

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation #lastmile

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications
• Demonstrated oral and written communication skills
• Flexibility to travel with limited advance notice and ability to work overtime, flexible shifts as required
• Willingness to interact directly with small business owners and employees
• 1+ years of survey or research experience
• Proficiency with MS Word and Excel