As a specialist on the SFS team, you will be responsible for ensuring a world class Seller experience in one of Amazon’s fastest growing and highest impact initiatives. As the program expands to new marketplaces, you will be ensure that Sellers worldwide receive the same high level of support that allows them to grow their businesses without friction.
By focusing on auditing/ reviewing, designing and implementing operational improvements for Sellers, you will ensure that SFS is delivering the flawless experience Amazon customers have come to expect. And knowing that the best Buyer experience starts with excellent Seller performance, you will work closely with Customer Service to gather feedback on Buyer pain-points that can be resolved through Seller experience improvements.
In addition to driving all key Seller operational initiatives from end to end, you will work closely with many teams, including the MFN shipping programs (Premium Shipping, Guaranteed Delivery, and Same Day Delivery) and seller tools (Amazon Buy Shipping and Ship by Region) business teams that shape a Seller’s experience.
Key job responsibilities
Results & Accountability:
• Strong commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained
• Interprets metrics, diagnoses underlying issues, and recommends solutions to fix root cause
• Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses
Continuous Improvement:
• Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally
• Develop and/or influences new ideas/approaches
• Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments
• Develop tools/mechanisms to enhance and expedite decision making
Communication:
• Prepare daily/weekly reports to update senior management
• Provide updates during weekly meetings to review metrics, misses and actions taken
• Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions
A day in the life
• Audit selected cases to review seller contact reasons and their experience
• Communicate findings to the wider audience such as program/ business teams
• Work/ implement operational improvement coming from audits conducted
• Support queue management wherever required
BASIC QUALIFICATIONS
• A completed Bachelor’s Degree from an accredited university or 2+ years Amazon experience
• Experience with performance metrics and process improvement (how, when, who)
• Strong oral and written communication skills to create relationships with carriers and sellers.
• Ability to think clearly and analyze quantitatively using multiple systems
• Experience managing and executing programs to improve scale and leverage
• Ability to multitask and manage multiple projects - work prioritization, planning and task delegation
• Ability to effectively work with a variety of organizations, management levels, cultures, and personalities
• Experience communicating with technical and non-technical stakeholders across multiple teams.
PREFERRED QUALIFICATIONS
• Proven track record of taking ownership and driving results
• Passion for customers (both sellers and buyers)
• Exceptional interpersonal and communication (both written and verbal) skill
• Innovative and self-directed
• Excellent problem-solving skills
• Ability to write SQL queries and drive data analysis independently
• BS or Master's degree in Business
• 3+ years of relevant work experience in Internet-related program or project management
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,000/year in our lowest geographic market up to $70,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.