Senior Business Coach (Recife based), Americas Delivery Service Partner

Equal parts advisor and operating partner, Amazon’s team of Business Coaches assist and guide our Delivery Service Partner (DSP) business owners as they build and grow successful last mile package delivery businesses.

The Senior Business Coach (BC) helps Amazon improve the quality of its last mile delivery network in Americas. Specifically, BCs support DSPs in making business decisions that enable them to build healthy, sustainable businesses. As trusted advisors, Business Coaches work alongside DSPs, supporting business planning and strategy and helping owners address business and operational challenges.

• What You’ll Do
• As a Senior BC, you’ll oversee a portfolio of 20-40 DSP owners assigned to delivery stations across Brazil. BCs support owners at different stages of their business. BCs coach DSPs on how to improve delivery quality and reliability and they advocate on behalf of DSPs by aggregating data and anecdotes and engaging regional operational support teams and program stakeholders to address issues impacting DSP experience in the program. You will provide support for owners by removing obstacles and improving financial, operational, and safety outcomes across the network. You’ll also collaborate with a cross-functional team of internal stakeholders including, but not limited to, station operations managers, program managers, compliance, legal, and finance. The successful Candidate will help analyze problems, action insights, deliver recommendations, and drive change both internally and externally.

• Key job responsibilities
• - Supporting owners as they launch, ramp, and flex their businesses seasonally to meet customer demand across the network; interviewing candidates to join the DSP program
• - Guiding owners as they manage an array of financial and operational issues, build scalable, quality processes to deliver consistent business results, and navigate frequent program changes
• - Facilitating regular business reviews to discuss overall performance and new opportunities as well as to provide benchmarking data and insights.
• - Driving continued DSP engagement with the program including supporting local events with DSPs and regional stakeholders
• - Identifying DSP program and workflow inefficiencies and implementing improvements at the network level to improve the DSP owner experience
• Additional Responsibilities
• - Work both strategically and tactically
• - Use expertise and business judgment to determine the right priorities, inform account management activities, and design long-term solutions
• - Define strategy in ambiguous environments, influence and negotiate priorities with other teams, and determine where to simplify or extend solutions for the best outcome
• - Handle complex issues and escalations including diving deep and knowing how and when to escalate effectively
• - Work collaboratively in a cross-functional environment with various stakeholders

• A day in the life
• Review metrics of DSPs to find root causes on several defects.
• Write documents to ask for resources, support, guidance from leadership.
• Discuss opportunities to improve quality of DSPs.
• Work with BI teams to improve automation on information for analytics.
• Meet with DSPs to explain the metrics they need to deliver.
• Dive deep on defects that affect DSP experience.
• Travel (40% of the time); the role is based out of our Recife office, but this individual will travel regularly to delivery stations to support the portfolio of DSPs in markets.

• About the team
• As custodians of the Delivery Service Partner (DSP) Program, the Latam Business Coach (BC) organization is dedicated to helping Amazon improve the quality of our last-mile delivery network in Latin America. Business Coaches work to ensure DSPs are providing reliable capacity to the network and achieving strong performance outcomes while enabling an exceptional DSP experience .

Basic qualifications

• - Experience reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement
• - Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
• - Bachelor's degree
• - Speak, write, and read fluently in English.

Preferred qualifications

• - MBA, or Advanced degree
• - International Coach Federation Credentialed (ACC/PCC/MCC);
• - Experience working with or owning a small business.
• - logistics operations experience

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