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Delivery Service Partner Operations Manager

October 12, 2026

Operations Manager — Amazon Delivery Service Partner (DSP)Position: Operations ManagerCompany: Amazon Delivery Service Partner (DSP)Reports to: DSP Owner / General ManagerLocation: Delivery Station / Delivery Service AreaEmployment: Full-time Position Summary The Operations Manager is responsible for the day-to-day operation and performance of an Amazon Delivery Service Partner business. This position le Delivery Associates (drivers), dispatch operations, vehicle readiness, safety, customer delivery performance, staffing, and overall operational execution. The Operations Manager works closely with the DSP Owner and Amazon Delivery Station leadership to ensure the business consistently meets or exceeds Amazon's standards for safety, quality, customer experience, productivity, attendance, and delivery performance. The role is highly hands-on and requires a strong leader who can analyze performance data, coach employees, solve operational problems, and maintain accountability in a fast-paced environment. Key Responsibilities<ul><li>Lead and manage the DSP's daily delivery operation, including dispatch, routes, drivers, and vehicle readiness.</li><li>Recruit, onboard, train, coach, and develop Delivery Associates.</li><li>Monitor daily performance metrics and identify opportunities for improvement.</li><li>Ensure drivers meet Amazon standards for safety, delivery quality, customer service, and productivity.</li><li>Conduct daily pre-dispatch meetings, driver coaching, and end-of-day performance reviews.</li><li>Monitor route progress throughout the day and respond quickly to late routes, delivery issues, callouts, and operational disruptions.</li><li>Manage driver attendance, scheduling, timekeeping, and workforce planning.</li><li>Ensure vehicles are properly maintained, inspected, fueled/charged, and ready for operation.</li><li>Investigate accidents, safety incidents, customer complaints, and performance issues.</li><li>Develop and implement corrective action plans when performance falls below expectations.</li><li>Work closely with Amazon Delivery Station management and other DSP partners.</li><li>Analyze operational reports and KPIs to identify root causes and improve performance.</li><li>Maintain compliance with Amazon DSP policies, company policies, DOT requirements, and applicable employment and safety regulations.</li><li>Prepare the operation for high-volume periods such as Prime Day, Black Friday / Cyber Monday, and holiday peak.</li><li>Control operating costs while maintaining service quality and employee engagement.</li><li>Build a culture of accountability, safety, teamwork, and continuous improvement.</li><li>Serve as the primary operational leader when the DSP Owner is unavailable.</li></ul>Typical Performance Metrics The Operations Manager would generally be expected to monitor metrics such as:<ul><li>On-time delivery performance</li><li>Delivery completion rate</li><li>Customer delivery experience</li><li>Delivery Associate attendance</li><li>Driver productivity</li><li>Safety performance</li><li>Vehicle readiness</li><li>Accident / incident rates</li><li>Customer complaints</li><li>Route completion</li><li>Package delivery quality</li><li>Employee turnover</li><li>Overtime / labor costs</li><li>Fleet utilization</li><li>Amazon / DSP scorecard performance</li></ul>Amazon's own DSP organization emphasizes safety, delivery quality, performance standards, compliance, and healthy DSP businesses. QualificationsRequired/Preferred:<ul><li>2+ years of experience in operations, logistics, transportation, warehousing, or a related field.</li><li>Previous experience managing employees in a fast-paced environment.</li><li>Strong leadership and people-management skills.</li><li>Excellent verbal and written communication.</li><li>Strong problem-solving and decision-making abilities.</li><li>Ability to analyze operational data and performance metrics.</li><li>Comfortable using Microsoft Office, Excel, and operational software.</li><li>Ability to work early mornings, weekends, holidays, and extended hours when required.</li><li>Valid driver's license and acceptable driving record.</li><li>Ability to work effectively under pressure and manage rapidly changing priorities.</li></ul>Preferred:<ul><li>Experience managing a delivery fleet.</li><li>Amazon DSP or Amazon Logistics experience.</li><li>Experience with last-mile delivery.</li><li>Experience managing 20–100+ drivers.</li><li>Experience with dispatch software and route-management systems.</li><li>Experience with safety/compliance programs.</li><li>Lean/continuous-improvement experience.</li></ul>Amazon's current On-the-Road Operations Manager description is particularly useful for understanding the operational side of the job: it includes DSP performance management, safety leadership, capacity planning, data analysis, continuous improvement, dispatch optimization, and collaboration with delivery-station leadership. What the job looks like A typical day might look something like:7:00–8:00 AM<ul><li>Arrive at station</li><li>Review previous day's performance</li><li>Check staffing/attendance</li><li>Verify vehicle readiness</li><li>Prepare for dispatch</li></ul>8:00–11:00 AM<ul><li>Driver check-in</li><li>Morning stand-up</li><li>Safety briefing</li><li>Route/vehicle issues</li><li>Dispatch drivers</li><li>Monitor departures</li></ul>10:00 AM–2:00 PM<ul><li>Monitor routes and driver performance</li><li>Handle escalations</li><li>Coach drivers</li><li>Resolve customer/delivery issues</li><li>Track late routes and operational problems</li></ul>2:00–7:00 PM<ul><li>Review completed routes</li><li>Investigate defects/incidents</li><li>Complete driver coaching</li><li>Analyze KPIs</li><li>Prepare corrective-action plans</li><li>Plan staffing and vehicles for the following day</li></ul>That hands-on/data-driven combination is consistent with Amazon's current descriptions of last-mile operations leadership.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

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9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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