Our vision is to make Amazon to be the best place for third party sellers of all sizes to grow and serve our customers leveraging world-class tools and services. The Amazon Marketplace Professional Services (AMPS) organization team is looking for a Process Improvement Specialist who is a team player capable of working in a dynamic environment focused on addressing Selling Partner escalated enforcement issues. Complex Issue Resolution Specialist focused on addressing troubleshooting multi-dimensional process issues raised by our Selling Partners. Our flagship product is the Amazon Selling Partner 360 service where our team of Marketplace Consultants is responsible for working with Selling Partners to help them grow their Amazon business in the EU. The Complex Issue Resolution Specialist will partner work in conjunction with our Marketplace Consultants to own, investigate, and resolve high priority complex issues raised by our Selling Partners. You will be a crucial part of our fast growing AMPS team.Our team will invent and innovate across technology, processes and people to grow the program and improve Selling Partner engagement and satisfaction.
In this role, you will deep dive complex escalations, and work with a broad group of internal stakeholders globally (e.g. sales, marketing, supply chain, seller Selling Partners Support, etc.). You will also work with Selling Partners.) to resolve the individual issue, in addition to scoping and Account Managers directly to collect insights driving key process improvements on a broader scale. To be successful in this role you will need to be process driven and a problem solver. You will need to be highly analytical, think and act fast, and be adept at finding creative, escalable solutions to complex problems. Above all, you should demonstrate a high level of ownership, as you will contribute to Selling Partner experience on Amazon.
The ideal candidate should possess strong functional and communication skills. They should have the ability to deep dive and co-relate Selling Partner escalations to scale long term solutions and work closely with Selling Partner Account Managers to own responses to Selling Partners. Above all, they should demonstrate a high level of ownership, as they would contribute to Selling Partner experience on the Amazon platform.
Roles and Responsibilities
Own resolution of high priority escalations: Our strategic Selling Partners encounter complex issues in relation to their business on Amazon and raise these to our team. You will take over full ownership of the issue from the Selling Partner’s Marketplace Consultant and own the resolution from start to finish. You will collaborate with the Marketplace Consultant to communicate with the Selling Partner, in order to to set accurate expectations and ensure clear and up to date information is available.
Collaborate with partner teams for a resolution: Often these escalations will have multiple aspects and involve various internal teams, and priorities in order to be resolved. You will identify and partner with the internal teams to deep dive the issue, establish root cause, collate information, and drive action from partner teams to define a solution. You will need to show strong communication skills as you will need to communicate with multiple internal and external stakeholders, and write comprehensive summaries to present to senior managers in order to drive awareness and support for issue resolution
Process Excellence: You will need demonstrate strong business judgement to prioritise key opportunities within process improvement identified by the escalations from Selling Partners, to assess the most needle moving. You will then work with program and partner teams to define and roll out new and inventive solutions across various business areas. You will manage the overall relationship with key stakeholders (policy and business teams), ensuring alignment of long-term priorities and commitment to shared programme goals on Selling Partner Experience improvement
Role Structure: As a new and fast growing area of the AMPS business, you will have the ability to define best practices for the role, and contribute to the overall development of Issue Resolution approaches within Amazon Selling Partner 360. You may assist with the definition and design of tools and reporting to support the AMPS team to achieve key program goals
· BA/BS degree or equivalent experience including 3+ years of process improvement experience in eCommerce
· At least 1 year of Program and/or Project Management
· Sound business judgment, and experience managing cross functional projects that delivered measurable results
· Ability to thrive in an ambiguous environment, and act independently to drive high priority, time sensitive actions, managing multiple, competing priorities simultaneously
· Strong analytical and problem solving skills, leveraging tools such as Microsoft Excel, with strong attention to detail
· Proven ability to influence others and develop successful relationships at all levels of an organization
· Always does what is right for the customer—relentlessly customer-focused
· Fluent in English and Spanish
· Previous experience working with legal, product, and internal business owners to reach mutually beneficial agreements
· Creative, has initiative, and can constructively advocate on behalf of the customer
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