Hub Delivery Program Support, Partner Experience
Amazon.com
In this Hub Delivery Program Support role, you will serve as a support layer to the Hub Delivery Partner Experience team. This role helps keep the Hub Delivery day to day operations run smoothly to ensure we deliver the best in class support for our Hub Delivery Partners (Small Business Owners).
You’ll accomplish this by answering tickets from partners, assisting with daily operations and maintaining the SOP’s of Partner Experience. In this role you will be collaborating with a new team and new processes from scratch in a highly ambiguous environment that pushes forward Amazon's innovation in the last mile delivery space.
Successful candidates are customer-centric, self motivated and data driven. They are strategic and hands-on with a passion for process improvement and thrive in an innovative, fast-paced environment. This role directly impacts our Hub Delivery Partners experience by helping uncover issues and implementing new solutions.
Key job responsibilities
* Manages Partner facing SIM Ticketing Folders and responds to all tickets within SLA
* Partner with internal teams to facilitate high quality solutions on behalf of Delivery Partners
* Monitors Hub Delivery Shared Inbox and directs incoming emails to internal team members
* Working with a sense of urgency to drive and deliver goals while maintaining a high quality of work
* Identifying opportunities for improving the partner experience and work collaboratively with team members to make improvements
* Using knowledge and skill to build, implement, and/or meet assigned goals
* Building Learning and Development content
* Managing escalations on routine/predefined tasks.
* Executing important tasks/activities independently.
* Identifying day-to-day operational problems and suggests tactical solutions
* Creating and driving improvements to SOPs for gaps in existing processes
* Providing support for data collection including preparing reports and reaching out to internal stakeholders
* Assisting with monitoring partner and station quality and escalating misses to proper team members
You’ll accomplish this by answering tickets from partners, assisting with daily operations and maintaining the SOP’s of Partner Experience. In this role you will be collaborating with a new team and new processes from scratch in a highly ambiguous environment that pushes forward Amazon's innovation in the last mile delivery space.
Successful candidates are customer-centric, self motivated and data driven. They are strategic and hands-on with a passion for process improvement and thrive in an innovative, fast-paced environment. This role directly impacts our Hub Delivery Partners experience by helping uncover issues and implementing new solutions.
Key job responsibilities
* Manages Partner facing SIM Ticketing Folders and responds to all tickets within SLA
* Partner with internal teams to facilitate high quality solutions on behalf of Delivery Partners
* Monitors Hub Delivery Shared Inbox and directs incoming emails to internal team members
* Working with a sense of urgency to drive and deliver goals while maintaining a high quality of work
* Identifying opportunities for improving the partner experience and work collaboratively with team members to make improvements
* Using knowledge and skill to build, implement, and/or meet assigned goals
* Building Learning and Development content
* Managing escalations on routine/predefined tasks.
* Executing important tasks/activities independently.
* Identifying day-to-day operational problems and suggests tactical solutions
* Creating and driving improvements to SOPs for gaps in existing processes
* Providing support for data collection including preparing reports and reaching out to internal stakeholders
* Assisting with monitoring partner and station quality and escalating misses to proper team members
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