Amazon

DESCRIPTION

Our vision is to be earth's most customer-centric company and earth's best employer. If you want to be part of an exciting business that aims to build a marketplace where customers can find and discover anything they might want to buy online, with a passion for delivering a great customer and seller experience, then this role is for you!

We are looking for high caliber and tested Process Improvement Specialist to support EU MFN business operations, to deliver initiatives and projects with strategic significance. Our ideal candidate is a problem solver, has investigative and critical thinking mindset, attentive to details, result-oriented, and capable of succeeding in a fast-paced environment, within minimal supervision.

This role requires excellent judgement to plan in order to accomplish goals and identify root causes that adversely impact seller experience, with the aim of driving timely resolutions with key partner teams. Ensure compliance with procedures and SLAs while achieving quality and performance metrics. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the team.

Base pay for this position starts from EUR 2,000 gross per month, and salary depends on the skills and requirements. There will be further pay components such as a sign on bonus and the eligibility to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA. Company benefits apply subject to further terms, including annual membership in medical clinic, life insurance, retirement pension, meal voucher card, career development.

Key job responsibilities

• Investigating escalated tickets received from Selling Partner Support (SPS) and track ticket resolution within defined SLAs.
• Conducting deep dives into Seller Contacts to identify seller intent/root-causes.
• Identifying top reason codes/atlas labels driving seller contacts and work with product, program, partner teams to address gaps/eliminate defects
• Presenting insights to key stakeholders to implement improvement initiatives such as Selling Partner training, internal SOPs, updates to Seller facing help content. With the primary objective of resolving escalations, eliminating seller contacts and driving Root Cause Elimination initiatives.
• Work with product/program/partner teams to resolve escalated contact resolution of a supervisory or sensitive nature.

BASIC QUALIFICATIONS

• Bachelor's Degree or equivalent
• 2+ years of demonstrable and proven experience with an investigator role
• Experience writing Standard Operating Procedures (SOP) for investigations
• Experience working on dive deep on complex situations, identify root cause, and suggest actions to close gaps
• Experience working in case management or other investigators' tooling/systems
• Proven ability to report and analyze data.
• Comfortable using analytical tools and techniques e.g. Excel using pivots
• Fluent English (any additional language is an advantage)
• Effective, clear and professional written and oral communication

PREFERRED QUALIFICATIONS

• B1 proficiency in German/French language
• Experience working in a cross-functional capacity and a proven track record of delivering operational excellence
• Experience training and supporting peer investigators or new hire investigators
• Strong bias for action and “get it done” attitude
• Fosters a positive team environment and collaboration within the site
• Enthusiasm and strong self-motivation
• Strong prioritization and time management skills
• Ability to deal with ambiguity and a changing environment
• Proven track record of being detail-oriented
• Comfortable using SQL

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.