Hub Delivery Program Support

• 2 years of working with computers and Microsoft Office products and applications experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Bachelor's degree or equivalent
• 2 years of Customer Service Experience

In this Hub Delivery Program Support role, you will serve as a support layer to the Hub Delivery Account Management 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 working closely with account managers along with integrated internal team members of program managers and business development managers. You will assist in managing the partner pipeline, answering internal tickets, assisting with daily operations and maintaining the SOP’s of Account Management. 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 Account Management SIM Internal 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.
• Supports pipeline management including prioritizing launches of non-active partners and back-filling partner exits.
• Provide weekly pre-launch delivery partner operational support.
• 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.
• 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

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

Austin, TX, USA | New York, NY, USA

• Experience with end-to-end project management

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 $35,000/year in our lowest geographic market up to $84,100/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.