Performance Ops Specialist II, Delivery Feedback and Insights

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.

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

Key job 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.

- 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.

- 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 DSP drivers 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.

About the team
The Delivery Feedback and Insights (DFI) Performance Ops team is the operational backbone of Amazon's last mile accountability and safety programs. We partner with high-impact programs 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, DSP drivers, 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.

Basic qualifications

• Experience with Microsoft office tools like Word, Excel, Outlook, and OneNote
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
• Experience using Salesforce or other CRM tool
• Bachelor's degree, or 1+ years of industry experience

Preferred qualifications

• Experience with operations, risk, fraud investigations etc.
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience prioritizing and delivering projects on time in a fast-moving environment

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, TN, Nashville - 16.82 - 28.07 USD hourly