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Description

At Amazon, our mission is to be Earth’s most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders.

This role will support the Delivery Station Liaison (DSL) Operation and Program within Shipping & Delivery Support (SDS). The DSL associates are part of Customer Service embedded within the AMZL Delivery Stations WW.

As a DSL Program Specialist, you will be part of a small team spread across the world whose core function is to ensure the Delivery Station Liaison CS associates have the proper work prioritized, are operating efficiently, and have proper routing configurations to balance efficiency and quality.

The DSL Program Specialist creates new and utilizes existing SOPs to standardize and, ultimately, automate common manual tasks. You will also help create, analyze, and distribute reporting and communications to key stakeholders to keep them apprised of relevant events and performance updates throughout the day. You will also approve voluntary time-off requests, call for extra time/shift extensions, and drive supply/demand analysis for upcoming weeks.

Candidates will be required to combine report analysis and technical workflow understanding into concise and detailed written summaries for stakeholders on a daily basis. A high attention to detail and propensity to ask questions will be essential to success in this role. #LearnAndBeCurious.

Key job responsibilities

This role requires working a rotating schedule. This means potentially working weekends and varying hours (early/late).

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | Nashville, TN, USA | Seattle, WA, USA

Basic Qualifications

• 1+ years experience in a CS environment, contact center environment or in WFM environment.

• An understanding of basic SQL (joins, subquery, table keys, etc), querying big data (Redshift), or Microsoft Excel (advanced functions, complex pivots and visuals).

• Strong verbal and written communication skills.

Preferred Qualifications

• 1+ years experience in Capacity Planning/Supply and Demand Analysis, preferably in a CS or Logistics environment.

• Experience utilizing Amazon CS tools and technologies.

• Experience in first mile, middle mile, or last mile Logistics leadership positions.

• Experience scheduling for hundreds of physical locations to ensure operational “front of house” staffing at all times.

• Experience with Python (for use in Lambda), Node. js (for use in Lambda), or VBA (for use in Excel).

• Demonstrated ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $32,800/year in our lowest geographic market up to $58,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.