Equal parts advisor and operating partner, Amazon’s team of country Senior Business Development Managers (BDMs) and Senior Business Coaches (BCs) support our Delivery Service Partner (DSP) program and are dedicated to improving the quality of Amazon’s last mile delivery network. DSPs are a diverse network of independent small business owners who facilitate last mile deliveries on behalf of Amazon. BDMs source, vet, and support candidates who apply to the program and interview for an opportunity to launch and scale a new business. BCs then support DSP owners as they build and scale independent last mile businesses in one of the fastest growing delivery networks in the world.

What You'll Do

The Senior Manager leads a team of 6-12 BDMs, who each support 60-80 candidates, and BCs, who each partner with 20-40 DSP owners assigned to delivery stations across Brazil. Specifically, BDMs support candidates in identifying and engaging high-quality owner operator candidates to join the program. BCs on your team oversee a portfolio of owners at different stages of their business. BCs coach DSPs on how to build healthy, sustainable businesses including how to improve delivery quality and reliability and BCs 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.

The right candidate will develop the long-term account management and business development strategy for DSP recruitment and support and continue building and scaling process to execute that strategy. The successful candidate must be data- and process-driven as well as creative in developing long-term relationships within the business communities from which we source DSP talent to join the program. The right candidate will have strong interpersonal skills including being able to motivate and develop a team as well as collaborate closely with internal teams including acquisition and training program managers, regional operations leaders, compliance teams, and Business Coaches. 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:
- Analyzing regional capacity needs and candidate pipelines and building and bolstering channel and recruitment processes to ensure that recruitment and engagement are executed consistently network wide
- 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 capacity and 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

Key job responsibilities
- Work and lead both strategically and tactically
- Define strategy in an often ambiguous environments, influence and negotiate priorities with other teams, and determine where to simplify or extend solutions for the best outcome
- Use expertise and judgment to determine the right goals, inform account management activities, and design long-term solutions
- Handle complex problems/efforts, decisions, and escalations including diving deep to deliver results
- Act as a thought leader in defining success criteria and understand business needs. Contribute to and lead strategic plans and documents for the organization.
- Hire and develop your team of BCs; support organizational design
- Set and adjust priorities both independently and on Brazil behalf of the local team
- Work collaboratively in a team environment in various stakeholders at all levels of the organization
- Travel (2-3 days a week); the role is based out of our Sao Paulo office, but this individual will travel regularly to delivery stations to support BCs and DSPs in market

Senior Manager, Delivery Partner Operations & Performance, Americas DSP