Program Manager, DSP DA Services Partner, DLXS

The Program Manager of the DSP DA Services Partner Team (DDSP) within DLXS serves as a strategic, cross-functional leader responsible for driving operational and programmatic excellence across Brazil's Delivery Service Partner (DSP) network. This role combines strategic vision, analytical rigor, and innovative problem-solving to support DSPs spanning 20+ delivery stations. The position requires a tenacious individual who can influence functional stakeholders within Operations and other support teams while owning the mid-to-long-term strategy, vision, and execution for the DDSP team.

The ideal candidate thrives in ambiguous environments, demonstrating the ability to navigate complex situations with minimal guidance while managing DSPs across a diverse network of stations. This role demands expertise in performance management tactics and techniques, coupled with a genuine passion for developing team members and fostering a culture of continuous improvement. The successful program manager leads through change with exceptional communication skills, partnering cross-functionally to drive alignment and influence stakeholders through data-driven insights and strategic recommendations.

This position requires an individual with a proven work ethic and track record of leading teams to deliver measurable results in fast-paced environments. The program manager must balance competing priorities, managing both complex, multi-stakeholder initiatives and tactical quick-turn projects while demonstrating exceptional business judgment. The role involves diving deep into existing processes to identify capabilities, limitations, and improvement opportunities, then designing simple, scalable solutions to complex operational challenges. The successful candidate champions innovation through a "think big, act frugal" approach, evaluating stakeholder requests critically and making strategic trade-off decisions that balance short-term deliverables with long-term strategic objectives.

The program manager must possess outstanding analytical capabilities with experience managing complex data and deliverables, synthesizing information to make critical judgment calls under pressure. This role requires exceptional written and verbal communication skills, with proven ability to influence without direct authority and present effectively to senior leadership and diverse stakeholder groups. Above all, the ideal candidate brings a customer-obsessed mindset focused on DSP partner success, demonstrating willingness to challenge the status quo, suggest new best practices, and drive lasting impact across Brazil's delivery network through continuous operational innovation and excellence.

Key job responsibilities Partner cross-functionally across geographies and organizational levels to champion tools, programs, and initiatives while applying rigorous analytics to produce data-driven insights. Orchestrate medium to large-scale content development and training projects using advanced project management methodologies.

Own end-to-end deployment of critical programs supporting DSP driver capacity and candidate onboarding across all AMZL region stations. Work backwards from customer needs to develop, deploy, and scale innovative programs that empower DSP owners and field leaders while supporting new launches, existing sites, and peak volume ramps.

Collaborate with field leadership, DSP owners, capacity planning teams, and business coaches to build comprehensive year-round, launch, and peak hiring strategies. Conduct weekly data analysis to identify forward-looking capacity risks and proactively address station-level driver gaps.

Design and deliver tailored onboarding experiences that reduce candidate dwell time and improve conversion rates. Move fluidly between strategy and execution daily, iterating on the acquisition experience for Delivery Associates while developing deep understanding of key stations and geographic variations.

Work with community and affinity partnerships to develop innovative solutions for hard-to-hire markets and establish contingency plans to prevent capacity gaps.

This role requires fluency in Portuguese and English. Travel may reach up to 50% of the time.

A day in the life Our team ensures DSPs have the driver capacity needed to meet Amazon's BR Network delivery promises. We proactively identify at-risk DSPs, influence targeted candidate pipelines to close gaps, and work strategically toward Okami route targets across the network.

We balance urgency with sustainability — creating quick-turn solutions for immediate needs while building scalable, long-term fixes. When data reveals gaps, we pivot rapidly, mobilizing resources to implement solutions that work today and scale tomorrow.

We empower Operations Team Leads and Business Coaches with actionable data and tools that enable strategic conversations with DSP owners about hiring gaps and capacity planning, directly connecting driver availability to customer satisfaction.

About the team The Field Funnel Operation (FFO) Pillar's Mission is to provide Onboarding Operational Excellence for Amazon Delivery Service Partners (DSPs). This will be accomplished through the implementation of standardization and centralization of processes and mechanisms that will provide increased efficiency and efficacy in support for DSP staffing needs.

FFO’s Vision is to become the trusted staffing partners of DSPs, providing the preferred onboarding source for DSPs Delivery Associates (DA)s. BASIC QUALIFICATIONS

- Bachelor's degree - Experience in program or project management - Advanced English; - Experience using data and metrics to determine and drive improvements; - Experience owning program strategy, end to end delivery, and communicating results to senior leadership. PREFERRED QUALIFICATIONS

- Master's degree or MBA; - Experience driving process improvements experience.

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