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Description

The Program Manager, DSP DA Services Partner (DDSP) is a customer-facing, cross-functional role supporting Last Mile business lines (AMZL, AMXL, RSR). This role serves one core function: protecting station-level capacity through forward-looking risk mitigation. The scope of impact spans one or more geographic regions across North America, directly supporting a portfolio of Delivery Service Partners (DSPs) and 40+ delivery stations. The DDSP Program Manager serves as a tactical and strategic consultant to DSPs, influencing the scaling of hiring processes, staffing risk mitigation, capacity planning, and marketing strategy while ensuring standard work compliance that affects the DA experience at Amazon facilities.

This position requires an influential and creative contributor who can partner with DSPs, planning peers, and senior operations leaders as the expert in end-to-end DSP staffing and DA experience.

*Travel expectations for this role will be 50% or greater and will include site visits to Amazon Delivery Stations.

Key job responsibilities

Risk Management & Capacity Protection

- Execute DACM (Delivery Associate Capacity Management) process with precision and timeliness to mitigate station-level capacity risks

- Conduct forward-looking capacity analysis to identify W+3 and W+4 staffing gaps

- Produce executive-level capacity bridges meeting

- Lead weekly risk conversations with DSPs, documenting discussions in Salesforce with 100% compliance

- Perform LPT (Long-range Planning Tool) inspections and Plan vs. Actual (PvA) reviews

- Monitor uncapped and capped staffing fill rates at station and regional levels

- Adhere to Risk Escalation Matrices, escalating appropriately when station risk cannot be resolved within established timeframes

- Determine site visit necessity based on risk assessment criteria and execute site visit protocols

Strategic Partnership & Consultation

- Provide marketing consultation and strategy support to delivery stations

- Analyze marketing effectiveness and submit improvement recommendations

- Influence primary stakeholders (DSPs, Business Coaches, Operations Leaders) on DDSP initiatives

- Design short-term solutions impacting multiple stakeholders with limited guidance

- Mentor peers on best practices and execution standards

- Build positive, productive relationships across DSP portfolio, Business Coaches, Production Planning Teams, and Operations leaders

A day in the life

Our team exists to meet the needs of our customers by ensuring DSPs have the DA resources available to meet the capacity needs of the Amazon NA Network. We champion delivery excellence through proven standards and engaged teams, protecting station-level capacity through forward-looking risk mitigation while executing Project DEEP reviews to enhance the DSP DA experience.

We conduct rigorous capacity analysis to identify W+3 and W+4 staffing gaps, produce executive-level capacity bridges, and lead weekly risk conversations with DSPs. We perform comprehensive DEEP reviews to identify delivery station standard work deficiencies, create action items for stakeholders, and drive compliance improvements in CSAT and HyperCare Index scores.

We will prioritize long-term solutions that scale but we will create interim fixes and quickly pivot to data, resources, and teams that create scalable solutions for the entire network. We empower Operations Teams and Business Coaches to understand hiring gaps and provide data/tools to have meaningful conversations with DSPs about capacity risk mitigation.

About the team

DSP DA Services Partner champions deliver excellence through proven standards, engaged teams, and a sustainable workforce. We scale proven DSP DA programs, products, and standards with precision, supporting station operations and DSP teams with hands-on guidance and validation. We measure, inspect, and knowledge share to drive measurable, sustained success across the Amazon Last Mile network.

Our mission is to protect station-level capacity through forward-looking risk mitigation and execute Project DEEP reviews to enhance DSP Delivery Associate experience. Our vision is to become the trusted capacity and quality assurance partners of DSPs and station operations, providing data-driven insights and actionable recommendations that drive operational excellence.

Basic Qualifications

- 3+ years of program or project management experience

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

- Experience using data and metrics to determine and drive improvements

- Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience

- 3+ years of driving process improvements experience

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience building processes, project management, and schedules

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. 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. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, IA, Ankeny - 74,200.00 - 129,800.00 USD annually

USA, IL, Chicago - 74,200.00 - 129,800.00 USD annually

USA, IL, Edwardsville - 74,200.00 - 129,800.00 USD annually

USA, MN, Centerville - 74,200.00 - 129,800.00 USD annually

USA, MO, Blue Springs - 74,200.00 - 129,800.00 USD annually

USA, MO, Riverside - 74,200.00 - 129,800.00 USD annually

USA, WI, Greenville - 74,200.00 - 129,800.00 USD annually

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Program Manager, DSP DA Services Partner (DDSP)

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