Partner Experience Specialist, PSX Experience, Services & Sustainability

The Partner Experience Specialist owns the partner-facing side of the experience program for AMZL's external partner network across the EDSP, AMPL, AMXL, and OTR channels in Brazil. Sitting within the Experience, Services & Sustainability pillar of the Partner Strategy & Experience (PSX) team, this role engages partners, analyzes what satisfaction and sentiment data reveal about their experience, and turns those insights into prioritized action — continuously improving the mechanisms that close the loop back with partners.This is a strategic ownership role at the intersection of partner engagement, analytics, and operations — built for someone who can build trust with partners, let rigorous analysis drive the priorities, and take the initiative to improve how the network listens, prioritizes, and closes the loop on partner experience. It calls for someone who influences operational and support teams — without direct authority — to act on what partners tell us, and who sees space to raise the bar rather than simply keeping the program running.Key job responsibilities• Own the partner listening mechanisms end-to-end, keeping them aligned with the Brazilian program across all four channels• Analyze partner satisfaction and sentiment results across the program channels, attributing them to root causes and identifying the specific drivers behind partner experience.• Run a recurring review that turns feedback into corrective action — prioritizing what the network tackles first, bringing the owners of each experience area together, requiring an action plan wherever satisfaction drops below threshold, and driving those actions to completion• Lead recurring partner engagement forums that build trust and close the loop on committed improvements.• Produce the recurring experience reports that give leadership visibility into partner experience and its risks.• Monitor sentiment as an early risk signal and escalate emerging risks to the right teams.• Identify opportunities to improve the experience program — benchmarking, proposing, and adapting proven mechanisms to accelerate program maturity in Brazil.A day in the lifeIn your daily role, you'll combine fieldwork with data analysis — running connection forums and roundtables, visiting stations, and building the trust that gets you honest feedback, while also spending significant time interpreting satisfaction and sentiment results to understand what they actually mean for the Brazilian network. You'll attribute issues to root causes rather than symptoms, using data to distinguish signals from noise. From there you'll decide where the network focuses next, work across operational and support teams to agree owners and timelines, and follow up with a bias for action until each one closes. You'll keep the recurring reports current so leadership sees where partner experience stands and what's at risk, watch sentiment as an early warning of emerging issues, and benchmark proven approaches to raise the bar. As the same issues recur, you'll turn them into standing mechanisms rather than one-off fixes.About the teamAMZL (Amazon Logistics), also referred to as the Last Mile, is the movement of packages from our Fulfillment Centers or Sort Centers to their final destination — our customers. AMZL BR launched in Nov-20 with the long-term vision of bringing an enhanced delivery experience at the right cost.Our team covers four channels within the Partner Strategy & Experience (PSX) program: EDSP (External Delivery Service Providers), AMPL (Amazon Partner Logistics), AMXL (Amazon Extra Large), and OTR partners. These programs bring together third-party logistics partners operating across Brazil, using Amazon tools and technology to expand last-mile delivery coverage.Experience, Services & Sustainability is a strategic pillar of this operation, owning the experience of partners and delivery associates (DAs), the value-added services offered to the network, and the sustainability agenda for AMZL’s external partner programs, ensuring partners have a strong experience that supports retention, quality, and long-term growth.