Delivery Experience Specialist, PSX Experience, Services & Sustainability

Amazon Inc.; Osasco; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Amazon Inc. is seeking a Delivery Experience Specialist within the PSX Experience team to own partner listening across Brazil's four channels (EDSP, AMPL, AMXL, OTR) and translate sentiment insights into prioritized actions.

This role blends analytics with operations, influencing without direct authority to raise program performance. You will lead reviews, engage partners, and drive corrective actions with a bias for closing the loop, ensuring leadership visibility through recurring reports and

Qualificações

• Bachelor's degree or above in business administration, finance, economics, computer science, data science, engineering, or other related field, or Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
• Experience communicating with a wide range of stakeholders, including colleagues and leadership, or experience with external customer interaction
• Experience coordinating cross-functional inputs, meeting deadlines, and effectively managing competing priorities
• Speak, write, and read fluently in English
• Experience in building financial and operational reports/data sets that inform business decision-making, or experience communicating results to senior leadership
• Experience working in a fast-paced and ambiguous environment, or experience in creating process improvements with automation and analysis
• Experience analyzing metrics and assessing employee sentiment data to find root causes and develop short-, medium- and long-term plans
• Experience driving corrective actions to closure across teams you do not directly manage, holding owners accountable for what they commit to.

Responsabilidades

• Own the partner listening mechanisms end-to-end, keeping them aligned with the Brazilian program across all four channels
• Analyze partner satisfaction and sentiment results across the program channels, attributing them to root causes and identifying the specific drivers behind partner experience
• Run a recurring review that turns feedback into corrective action — prioritizing what the network tackles first, bringing the owners of each experience area together, requiring an action plan wherever satisfaction drops below threshold, and driving those actions to completion
• Lead recurring partner engagement forums that build trust and close the loop on committed improvements.
• Produce the recurring experience reports that give leadership visibility into partner experience and its risks.
• Monitor sentiment as an early risk signal and upscale emerging risks to the right teams.
• Identify opportunities to improve the experience program — benchmarking, proposing, and adapting proven mechanisms to accelerate program maturity in Brazil.

Conhecimentos

Stakeholder communication

Data-driven decision making

Ambiguity handling

Formação académica

Bachelor's degree or above

Ferramentas

Tableau

SQL

QuickSight

Descrição da oferta de emprego

Delivery Experience Specialist, PSX Experience, Services & Sustainability

The Partner Experience Specialist owns the partner-facing side of the experience program for AMZL's external partner network across the EDSP, AMPL, AMXL, and OTR channels in Brazil. Sitting within the Experience, Services & Sustainability pillar of the Partner Strategy & Experience (PSX) team, this role engages partners, analyzes what satisfaction and sentiment data reveal about their experience, and turns those insights into prioritized action — continuously improving the mechanisms that close the loop back with partners.

This is a strategic ownership role at the intersection of partner engagement, analytics, and operations — built for someone who can build trust with partners, let rigorous analysis drive the priorities, and take the initiative to improve how the network listens, prioritizes, and closes the loop on partner experience. It calls for someone who influences operational and support teams — without direct authority — to act on what partners tell us, and who sees space to raise the bar rather than simply keeping the program running.

Key job responsibilities

• Own the partner listening mechanisms end-to-end, keeping them aligned with the Brazilian program across all four channels
• Analyze partner satisfaction and sentiment results across the program channels, attributing them to root causes and identifying the specific drivers behind partner experience.
• Run a recurring review that turns feedback into corrective action — prioritizing what the network tackles first, bringing the owners of each experience area together, requiring an action plan wherever satisfaction drops below threshold, and driving those actions to completion
• Lead recurring partner engagement forums that build trust and close the loop on committed improvements.
• Produce the recurring experience reports that give leadership visibility into partner experience and its risks.
• Monitor sentiment as an early risk signal and upscale emerging risks to the right teams.
• Identify opportunities to improve the experience program — benchmarking, proposing, and adapting proven mechanisms to accelerate program maturity in Brazil.

A day in the life

In your daily role, you'll combine fieldwork with data analysis — running connection forums and roundtables, visiting stations, and building the trust that gets you honest feedback, while also spending significant time interpreting satisfaction and sentiment results to understand what they actually mean for the Brazilian network. You'll attribute issues to root causes rather than symptoms, using data to distinguish signals from noise. From there you'll decide where the network focuses next, work across operational and support teams to agree owners and timelines, and follow up with a bias for action until each one closes. You'll keep the recurring reports current so leadership sees where partner experience stands and what's at risk, watch sentiment as an early warning of emerging issues, and benchmark proven approaches to raise the bar. As the same issues recur, you'll turn them into standing mechanisms rather than one-off fixes.

About the team

AMZL (Amazon Logistics), also referred to as the Last Mile, is the movement of packages from our Fulfillment Centers or Sort Centers to their final destination — our customers. AMZL BR launched in Nov-20 with the long-term vision of bringing an enhanced delivery experience at the right cost.

Our team covers four channels within the Partner Strategy & Experience (PSX) program: EDSP (External Delivery Service Providers), AMPL (Amazon Partner Logistics), AMXL (Amazon Extra Large), and OTR partners. These programs bring together third-party logistics partners operating across Brazil, using Amazon tools and technology to expand last-mile delivery coverage.

Experience, Services & Sustainability is a strategic pillar of this operation, owning the experience of partners and delivery associates (DAs), the value-added services offered to the network, and the sustainability agenda for AMZL’s external partner programs, ensuring partners have a strong experience that supports retention, quality, and long-term growth.

Basic Qualifications

• Bachelor's degree or above in business administration, finance, economics, computer science, data science, engineering, or other related field, or Bachelor's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
• Experience communicating with a wide range of stakeholders, including colleagues and leadership, or experience with external customer interaction
• Experience coordinating cross-functional inputs, meeting deadlines, and effectively managing competing priorities
• Speak, write, and read fluently in English
• Experience in building financial and operational reports/data sets that inform business decision-making, or experience communicating results to senior leadership
• Experience working in a fast-paced and ambiguous environment, or experience in creating process improvements with automation and analysis
• Experience analyzing metrics and assessing employee sentiment data to find root causes and develop short-, medium- and long-term plans
• Experience driving corrective actions to closure across teams you do not directly manage, holding owners accountable for what they commit to.

Preferred Qualifications

• Knowledge of data analytics with tools such as Tableau, SQL, Quick-sight
• Experience in program management, logistics, operations, supply chain, transportation, or a related field
• Experience using data and metrics to drive improvements
• Experience in similar environments, or experience building launch readiness frameworks, standard work, playbooks, and scalable deployment mechanisms across multiple concurrent sites
• Experience in root cause analysis and troubleshooting or problem solving
• Experience designing or running closed-loop experience programs (listening → analysis → action → verification).
• Experience facilitating partner or customer forums, roundtables, or governance/steering committees.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.