Delivery Service Partner Operations Manager

<p><strong>Operations Manager — Amazon Delivery Service Partner (DSP)</strong></p><p><strong>Position:</strong> Operations Manager</p><p><strong>Company:</strong> Amazon Delivery Service Partner (DSP)</p><p><strong>Reports to:</strong> DSP Owner / General Manager</p><p><strong>Location:</strong> Delivery Station / Delivery Service Area</p><p><strong>Employment:</strong> Full-time</p><p><br></p><p><strong>Position Summary</strong></p><p><br></p><p>The Operations Manager is responsible for the day-to-day operation and performance of an Amazon Delivery Service Partner business. This position leads Delivery Associates (drivers), dispatch operations, vehicle readiness, safety, customer delivery performance, staffing, and overall operational execution.</p><p><br></p><p>The Operations Manager works closely with the DSP Owner and Amazon Delivery Station leadership to ensure the business consistently meets or exceeds Amazon's standards for safety, quality, customer experience, productivity, attendance, and delivery performance.</p><p><br></p><p>The role is highly hands-on and requires a strong leader who can analyze performance data, coach employees, solve operational problems, and maintain accountability in a fast-paced environment.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Lead and manage the DSP's daily delivery operation, including dispatch, routes, drivers, and vehicle readiness.</li><li>Recruit, onboard, train, coach, and develop Delivery Associates.</li><li>Monitor daily performance metrics and identify opportunities for improvement.</li><li>Ensure drivers meet Amazon standards for safety, delivery quality, customer service, and productivity.</li><li>Conduct daily pre-dispatch meetings, driver coaching, and end-of-day performance reviews.</li><li>Monitor route progress throughout the day and respond quickly to late routes, delivery issues, callouts, and operational disruptions.</li><li>Manage driver attendance, scheduling, timekeeping, and workforce planning.</li><li>Ensure vehicles are properly maintained, inspected, fueled/charged, and ready for operation.</li><li>Investigate accidents, safety incidents, customer complaints, and performance issues.</li><li>Develop and implement corrective action plans when performance falls below expectations.</li><li>Work closely with Amazon Delivery Station management and other DSP partners.</li><li>Analyze operational reports and KPIs to identify root causes and improve performance.</li><li>Maintain compliance with Amazon DSP policies, company policies, DOT requirements, and applicable employment and safety regulations.</li><li>Prepare the operation for high-volume periods such as Prime Day, Black Friday / Cyber Monday, and holiday peak.</li><li>Control operating costs while maintaining service quality and employee engagement.</li><li>Build a culture of accountability, safety, teamwork, and continuous improvement.</li><li>Serve as the primary operational leader when the DSP Owner is unavailable.</li></ul><p><strong>Typical Performance Metrics</strong></p><p><br></p><p>The Operations Manager would generally be expected to monitor metrics such as:</p><ul><li><strong>On-time delivery performance</strong></li><li><strong>Delivery completion rate</strong></li><li><strong>Customer delivery experience</strong></li><li><strong>Delivery Associate attendance</strong></li><li><strong>Driver productivity</strong></li><li><strong>Safety performance</strong></li><li><strong>Vehicle readiness</strong></li><li><strong>Accident / incident rates</strong></li><li><strong>Customer complaints</strong></li><li><strong>Route completion</strong></li><li><strong>Package delivery quality</strong></li><li><strong>Employee turnover</strong></li><li><strong>Overtime / labor costs</strong></li><li><strong>Fleet utilization</strong></li><li><strong>Amazon / DSP scorecard performance</strong></li></ul><p>Amazon's own DSP organization emphasizes safety, delivery quality, performance standards, compliance, and healthy DSP businesses.</p><p><br></p><p><strong>Qualifications</strong></p><p><strong>Required/Preferred:</strong></p><ul><li>2+ years of experience in operations, logistics, transportation, warehousing, or a related field.</li><li>Previous experience managing employees in a fast-paced environment.</li><li>Strong leadership and people-management skills.</li><li>Excellent verbal and written communication.</li><li>Strong problem-solving and decision-making abilities.</li><li>Ability to analyze operational data and performance metrics.</li><li>Comfortable using Microsoft Office, Excel, and operational software.</li><li>Ability to work early mornings, weekends, holidays, and extended hours when required.</li><li>Valid driver's license and acceptable driving record.</li><li>Ability to work effectively under pressure and manage rapidly changing priorities.</li></ul><p><strong>Preferred:</strong></p><ul><li>Experience managing a delivery fleet.</li><li>Amazon DSP or Amazon Logistics experience.</li><li>Experience with last-mile delivery.</li><li>Experience managing 20–100+ drivers.</li><li>Experience with dispatch software and route-management systems.</li><li>Experience with safety/compliance programs.</li><li>Lean/continuous-improvement experience.</li></ul><p>Amazon's current On-the-Road Operations Manager description is particularly useful for understanding the operational side of the job: it includes DSP performance management, safety leadership, capacity planning, data analysis, continuous improvement, dispatch optimization, and collaboration with delivery-station leadership.</p><p><br></p><p><strong>What the job looks like</strong></p><p><br></p><p>A typical day might look something like:</p><p><strong>7:00–8:00 AM</strong></p><ul><li>Arrive at station</li><li>Review previous day's performance</li><li>Check staffing/attendance</li><li>Verify vehicle readiness</li><li>Prepare for dispatch</li></ul><p><strong>8:00–11:00 AM</strong></p><ul><li>Driver check-in</li><li>Morning stand-up</li><li>Safety briefing</li><li>Route/vehicle issues</li><li>Dispatch drivers</li><li>Monitor departures</li></ul><p><strong>10:00 AM–2:00 PM</strong></p><ul><li>Monitor routes and driver performance</li><li>Handle escalations</li><li>Coach drivers</li><li>Resolve customer/delivery issues</li><li>Track late routes and operational problems</li></ul><p><strong>2:00–7:00 PM</strong></p><ul><li>Review completed routes</li><li>Investigate defects/incidents</li><li>Complete driver coaching</li><li>Analyze KPIs</li><li>Prepare corrective-action plans</li><li>Plan staffing and vehicles for the following day</li></ul><p>That hands-on/data-driven combination is consistent with Amazon's current descriptions of last-mile operations leadership.</p><p><br></p><p><br></p>

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