Senior Investigation Specialist, Last Mile - Flex VoD

The Rabbit App Bug Triage (RABT) team is part of the Voice of Driver (VoD) organization within Worldwide Flex Driver Partner Insights & Experience (WW DPIX). VoD is responsible for identifying, interpreting, and acting on signals that indicate friction in the Delivery Partner (DP) experience across the Amazon Flex journey.

RABT owns the operational mechanism for identifying, validating, and triaging potential defects in the Rabbit application. The team consolidates feedback from multiple sources, including Driver Support contacts, station escalations, country teams, social media, and app reviews, and converts those signals into structured, evidence-based technical investigations.

The team’s role is not limited to defect intake. RABT determines whether a reported issue is actionable, reconstructs the affected DP journey using available operational and technical signals, assesses recurrence and potential blast radius, removes duplicate noise, and provides engineering teams with sufficiently complete evidence to accelerate root-cause analysis and resolution. The team also identifies systemic gaps in product behavior, operational mechanisms, and diagnostic coverage, and works with partner teams to improve both defect detection and the quality of upstream signals.

RABT is looking for a Senior Investigation Specialist who can independently manage complex investigations, work through incomplete or ambiguous information, and translate large volumes of DP feedback and operational data into clear technical findings.

The ideal candidate will combine strong investigative judgment with analytical capability and operational rigor. The role requires regular use of SQL, dashboards, logs, case history, system signals, and internal diagnostic tools to validate hypotheses and quantify impact. The successful candidate will also work closely with Program Managers, Product Managers, Software Development Managers, Engineers, Operations teams, and other stakeholders across geographies.

In addition to managing individual investigations, the role will contribute to improving RABT’s broader operating mechanisms, including SOPs, quality controls, taxonomy, automation, AI-assisted triage, and defect-intake processes.

Key job responsibilities
1. Independently investigate and triage complex Rabbit app issues using DP feedback, operational data, logs, system signals, and internal diagnostic tools.
2. Determine issue actionability, identify failure patterns, distinguish product defects from operational or expected behavior, and assess potential blast radius.
3. Create clear, evidence-backed technical tickets that enable Product and Engineering teams to investigate and resolve issues efficiently.
4. Analyze trends and recurring defects using SQL, Excel, dashboards, and other analytical tools to identify emerging risks and systemic problems.
Partner with Program, Product, Engineering, Operations, and country teams to drive high-impact issues through investigation, escalation, and closure.
5. Improve RABT operating mechanisms, including SOPs, quality controls, taxonomies, investigation frameworks, and knowledge repositories.
Support automation and AI-driven triage by defining investigation logic, validating outputs, identifying failure modes, and reducing repetitive manual work.

About the team
The Rabbit App Bug Triage (RABT) team is part of Voice of Driver (VoD) within Worldwide Flex Driver Partner Insights & Experience (WW DPIX). RABT Team identifies, validates, and triages potential Rabbit app defects using feedback from Driver Support, stations, country teams, social media, and app reviews. The team partners closely with Product, Engineering, Operations, and Program teams to improve issue actionability, reduce defect-resolution time, and strengthen the DP experience. RABT also develops scalable mechanisms across quality, automation, AI-assisted triage, and defect detection to improve how app issues are identified and resolved globally.

Basic qualifications

- high school diploma or bachelor's degree

Preferred qualifications

- Experience pulling data from databases using Excel, Access, SQL and/or other data management systems
- Experience using SQL

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