Escalation Process Specialist

Id Job: 3172324

🏢 On-site

💼 Amazon UK Services Ltd.

📍 London, England

🕒 2 days ago

💰 36562 – 42163 GBP ANNUAL

Job Description

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
Demonstrated success exceeding goals
Sound business judgment, proven ability to influence others, and very detail oriented
Ability to prioritize and manage multiple responsibilities
Always does what is right for the customer—relentlessly customer-focused

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 Launchpad 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. 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 escalations and work with a broad group of internal stakeholders globally (e.g. sales, marketing, seller support, etc.). You will also work with Selling Partners and Account Managers directly to collect insights. 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, scalable solutions to complex problems.

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:Selling Partner Service Delivery:

Resolve complex issues identified via Selling Partner escalations.
Proactively identify process gaps impacting Selling Partners and solve them at scale using technology and processes.
Own resolution of escalated Selling Partner tasks in the escalations queue.
Liaise with other internal departments as required to resolve Selling Partner issues and questions.
Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Process Excellence:

Commitment to drive excellence in Selling Partner experience.
Contribute to improvements in standardized processes related to escalation process management.
Contribute to Kaizen activities and process improvement initiatives.
Assist with the definition and design of tools, standard operating procedures and processes in Selling Partner Services.
Audit Amazon Launchpad activities impacting Selling Partner escalations and drive process improvement.
Surface and share best practices across Account Managers.

Coaching and Knowledge Building:

Aggregate information about tools, services and knowledge from centralized BI and analytics teams in Amazon Launchpad and other relevant enterprise wide services.
Build and refresh training material on Selling Partner activities in partnership with the training team. Keep the Amazon Launchpad organization abreast of the latest enforcement policies.
Ability to work with legal, product, and internal business owners to reach mutually beneficial agreements
Strong analytical skills including Microsoft Excel
Ability to thrive in an ambiguous environment
Creative, has initiative, and can constructively advocate on behalf of the customer

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 an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel: +448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel: +3531800851489).

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Escalation Process Specialist

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