Account Manager, Fleet Excellence and Compliance

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.

About the team

The FE&C team within GFP's NA Fleet Ops & Programs organization manages fleet execution across multiple portfolio areas including fleet maintenance, invoicing, and DSP satisfaction. The team operates in a programmatic model—owning metrics, driving vendor accountability, and serving as the human-in-the-loop for cases that require judgment, relationship management, and cross-functional coordination.

Basic Qualifications

• 1+ years of sales or account management experience
• Experience with Excel
• Experience analyzing data and best practices to assess performance drivers

Preferred Qualifications

• Bachelor's degree in business administration, economics, mathematics, engineering, statistics or related field
• Experience analyzing key open issues and resolution metrics for each of the managed accounts
• Experience in relationship management within technology, start-ups, or SaaS Platforms