Performance Ops Specialist II, Delivery Feedback and Insights

Amazon • Nashville, TN

9d • $16 - $28

About The Position

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 DSP 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: DA Focus,
Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP
Relations, High Severity Incidents, and LMAQ.

As a Performance Ops Specialist, you will be an individual contributor operating
at the intersection of operations, investigations, and cross-functional
partnership. In this role, you will conduct complex, high-judgment
investigations and data-driven research that directly inform consequential
decisions affecting DSPs and Delivery Associates 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.

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.

The Delivery Feedback and Insights (DFI) team is the operational backbone of
Amazon's last mile accountability and safety programs. We partner with
high-impact programs — including DA Focus, SLS, ORCAS, DSP Relations, and High
Severity Incidents — 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, Delivery
Associates, 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.

Requirements

• Bachelor's degree or equivalent, or 2+ years of Amazon (Blue Badge/FTE) experience
• Proficiency with Microsoft Office tools including Word, Excel, OneNote, and Outlook
• Experience with Salesforce or an equivalent case management platform (1+ years preferred)
• Demonstrated ability to multi-task effectively while maintaining high standards of quality and accuracy
• 1+ years of experience in performance metrics analysis, process improvement, or lean/continuous improvement methodologies
• Experience in Safety, Risk Management, or investigative work, with a demonstrated track record of critical thinking and sound judgment
• Intermediate to advanced proficiency in Microsoft Excel, including pivot tables, data analysis functions, and reporting
• Prior experience conducting formal investigative work in an operational or compliance context is strongly preferred

Nice To Haves

• Experience with SQL, programming and Excel VBA
• 1+ years of work experience directly involving DSPs, Delivery Associates, and/or Last Mile Operations
• Prior experience conducting formal investigative work in an operational or compliance context
• Proficiency in a second language — French, Portuguese, Spanish, German, Dutch, or Italian.

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 Delivery Associates 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.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level