Manager, Business Coaches, Delivery Service Partner Program
Equal parts advisor and operating partner, Amazon’s team of Business Coaches (BCs) support our Delivery Service Partner (DSP) business owners as they build and grow independent last mile package delivery businesses.
The Manager will lead a team of BCs dedicated to helping 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 Manager, you will lead a team of 6-12 Business Coaches who each partner with 20-40 DSP owners assigned to delivery stations across a region. BCs on your team oversee a portfolio of 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.
Together, you’ll provide support for owners by removing obstacles and improving financial, operational, and safety outcomes across the network. You’ll also lead your team to collaborate with a cross-functional team of internal stakeholders including, but not limited to, station operations managers, program managers, compliance, legal, and finance.The right leader will help analyze problems, action insights, deliver recommendations, and drive change both internally and externally.
You will lead and develop a team that is consistently and effectively:- Supporting owners as they launch, ramp, and flex their businesses seasonally to meet customer demand across the network
- Guiding owners as they manage an array of financial and operational issues 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
- Hire and develop your team of BCs
- Use expertise and judgment to determine the right goals, inform account management activities, and design long-term solutions
- Work and lead both strategically and tactically
- Define strategy in a sometimes ambiguous environment, influence and negotiate priorities with other teams, and determine where to simplify or extend solutions for the best outcome
- Handle complex problems/efforts, decisions, and escalations including diving deep to deliver results
- Set and adjust priorities both independently and on behalf of the local team
- Work collaboratively in a team environment in various stakeholders
- Travel (2-3 days a week); the role is based out of our Nashville Corporate Office, but this individual will travel regularly to delivery stations to support BCs and DSPs in market
About the team
At Amazon Logistics (AMZL), our goal is to provide customers with an incredible package delivery experience through the last mile of the order. To achieve this goal, we partner with a network of small independent delivery businesses (Delivery Service Providers) to deliver customer orders.Utilizing continuous improvement initiatives and creative thinking, our Delivery Station teams ensure that millions of packages reach their final destination as efficiently as possible.- Bachelor's degree
- 5+ years of work experience in account, relationship management, or retail/vendor/supplier management
- 4+ years of experience building and leading teams of 6 or more directs- 9+ years of relevant work experience in account or relationship management, small business logistics, or retail/vendor/supplier management
- MBA or other advanced graduate degree
- International Coach Federation Credentialed (ACC/PCC/MCC)
- Last Mile, Operations, and/or small parcel packaging experience
- Experience working with or owning a small business
- Demonstrated strong leadership skills and business judgment when confronted with difficult situations including an ability to keep the team focused and motivated
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.
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.