Key accounts management role encompasses comprehensive strategic oversight of Amazon's last-mile delivery network, with primary focus on managing Top-10 Delivery Service Partners (DSPs) while overseeing a broader network of multiple of hundred partners. The position leads Project Baithak, a crucial initiative involving monthly and quarterly business reviews and performance tracking, while simultaneously managing the IN eDSP partners to ensure network-wide partners' success . Core responsibilities include spearheading partner escalation management, driving prevention initiatives. The role requires direct interaction with multiple stakeholders including operations, finance, compliance, and legal teams, while maintaining strategic alignment with Amazon's last-mile delivery objectives.
Ambiguity: The position operates in a highly dynamic environment where navigating complexity and ambiguity is paramount. This role demands innovative problem-solving approaches to address diverse operational challenges across the partner ecosystem. A key aspect involves developing and implementing new standardization processes in an evolving business landscape, while balancing multiple stakeholder interests. The position requires creating frameworks for undefined problems and establishing new operational standards, often translating ambiguous partner feedback into actionable, scalable solutions that benefit the entire network. This includes developing novel approaches to partner management and operational excellence in areas where precedents may not exist.
Scope and Impact: As an Account Management Lead for the Extended Delivery Service Provider Program Team, role is responsible for strategically managing and developing relationships with top-tier delivery partners while driving operational excellence across the network. The role encompasses conducting monthly and quarterly business reviews, monitoring partner account level metrics, and implementing scalable solutions for a network of multiple of hundred delivery partners. Role leads the partner escalation program with a focus on maintaining green resolution rate, while simultaneously spearheading initiatives to improve operational efficiency. Key responsibilities include overseeing EDSP performance metrics, designing automated business review processes, and collaborating with cross-functional teams including finance, legal, and compliance to resolve partner issues. Strategic oversight extends to improving partner profitability and operational value through data-driven decision making, process optimization, and the development of innovative solutions to enhance the overall delivery partner ecosystem..
Complexity and Execution: The role demands exceptional strategic thinking and execution capabilities in managing multiple complex workstreams simultaneously. It requires sophisticated stakeholder management across various internal teams while balancing short-term operational needs with long-term strategic objectives. The execution complexity involves designing and implementing automated business review systems, developing comprehensive tracking mechanisms for account level monitoring, and creating robust escalation management frameworks. The program management aspect encompasses conducting monthly business reviews with detailed metrics tracking, implementing weekly performance monitoring programs, and maintaining continuous improvement initiatives across multiple operational parameters. Success in this role requires strong leadership skills to drive results in an ambiguous environment while maintaining unwavering focus on customer satisfaction and operational excellence, demonstrated through regular leadership updates and stakeholder communications, and the development and maintenance of various tracking systems and scorecards
- 4+ years of program or project management experience
- 4+ years of working cross functionally with tech and non-tech teams experience
- 4+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 4+ years of driving end to end delivery, and communicating results to senior leadership experience
- 4+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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