Account Manager, Fleet Excellence and Compliance

Global Fleet & Products (GFP) owns the strategy, lifecycle management, and operational excellence of Amazon's last-mile delivery fleet across North America. The Fleet Excellence & Compliance (FE&C) team within GFP's NA Fleet Ops & Programs organization is responsible for bridging program strategy with field-level execution — ensuring fleet readiness, vendor accountability, and DSP compliance at scale. The Account Manager, FE&C is a fleet execution role designed for complex, multi-party coordination between Amazon, Delivery Service Partners (DSPs), and third-party vendors (Fleet Management Companies, OEMs, body shops, and FSS vendors). This role fills the critical gap between GFP program strategy and field-level outcomes — handling work that is too ambiguous for offshore support, too judgment-heavy for automation, and too tactical for Program Managers. The Account Manager serves as the single-threaded owner for 2–3 fleet programs, driving daily execution, escalation resolution, and measurable field outcomes. This role operates as the connective tissue across a three-way coordination model (Amazon ↔ DSP ↔ 3P Vendor), ensuring all stakeholders are aligned, accountable, and documented in Salesforce. The ideal candidate thrives in ambiguity, brings strong tactical execution skills, and can balance multiple high-visibility priorities while maintaining a keen attention to detail in a fast-paced environment.

Key job responsibilities

• Owning end-to-end execution of 2–3 assigned fleet programs including SOP quality, daily health metric monitoring (reopen rates, case age, resolution SLA, DPMO), and playbook development.
• Serving as the primary coordination point between Amazon internal teams, DSP owners, and third-party vendors (FMCs, OEMs, body shops) — documenting all interactions in case management tools.
• Resolving Tier 1 escalations directly (target: 80%) and escalating Tier 2 issues to Program Managers with full context and a recommendation, not just a problem statement.
• Driving measurable field accountability outcomes including FCA compliance, VORR contribution (defect removal, OON repairs), vendor responsiveness/SLA documentation, and HVE readiness (8–12 weeks pre-Peak preparation).
• Identifying SOP gaps and recommending process improvements; contributing 1–2 SOP fixes per quarter.
• Supporting DSP relationship management including compliance coaching tied to MEP enforcement milestones.
• Coordinating complex fleet lifecycle events such as EDV station launches, redeployment, OEM outreach, and warranty coordination.

A day in the life An Account Manager on the FE&C team starts the day reviewing program health dashboards — monitoring case SLA compliance, reopen rates, and vendor responsiveness across the assigned portfolio. The role involves coordinating directly with DSPs on fleet condition issues, working with Fleet Management Companies to resolve grounding or repair delays, and escalating complex policy exceptions to the Program Manager with a clear recommendation. Every interaction is documented in a case management system. Patterns across cases that signal SOP gaps are identified and driven toward process improvements that reduce future escalation volume. This work directly impacts fleet uptime, DSP satisfaction, and Amazon's ability to deliver packages on time.