Performance Specialist

Performance Ops SpecialistII, Delivery Feedback and Insights Job ID: 10401388 | Amazon.com Services LLC - A57 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 Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents (HSI), and LMAQ. Key Job Responsibilities Execute 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. Perform root cause analysis and data-driven deep dives to surface systemic trends, identify process inefficiencies, and develop actionable recommendations for continuous improvement. Proactively identify 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. Build and maintain 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. Lead and contribute to ongoing projects focused on SOP improvements, training enhancements, and technology implementation, ensuring initiatives are executed with rigor and delivered on time. Prepare and present operational call-outs, findings, and recommendations to leadership during business reviews, communicating complex information clearly and with appropriate context. Partner with cross-functional stakeholders across the Last Mile organization to operationally support programs that enable DSPs and DSP drivers to perform safely and successfully. Apply broad, strategic thinking across the Last Mile space to develop holistic, scalable solutions that address both immediate operational needs and longer-term program health. Basic Qualifications Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience Experience with Microsoft office tools like Word, Excel, Outlook, and OneNote Experience with CRM tools like Salesforce Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company Knowledge of Excel at an advanced level Experience with operations, risk, fraud investigations etc. 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 Preferred Qualifications 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. Compensation & Benefits Base salary range: $16.00 - $28.00 USD hourly (USA, TN, Nashville). Amazon also offers comprehensive benefits including 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, and parental leave. The package includes sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications, and location. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. #J-18808-Ljbffr