Process Specialist Lead Amazon
Seattle, WA

Job Description

Are you interested in innovating to deliver a world-class level of service to Amazon's vendors? Amazon's Vendor Services program improves customer experience on Amazon.com by working directly with vendors to improve value, selection and convenience across their business. Our team will invent and innovate across technology, processes and people to grow the program, improve vendor engagement and satisfaction, and enable scalability.

The Vendor Services team is the vendor facing arm of the program and has ultimate responsibility for delivering a high level of service to our vendors every day, ensuring high operational standards and vendor satisfaction with the program. This team is looking for a process specialist lead in program management support that will own building process level capability.

As a process specialist lead you will own building process capability and handling complex vendor problems. You will have an oversight of the service levels across different workflows, and work with the respective internal teams to ensure SLA compliance. You will be responsible for coaching other vendor specialists and back end teams on the designated functional area.

The ideal candidate should possess strong program management skills. They should have the ability to deliver services as per agreed service levels, manage workflows in a distributed work environment and participate actively in contributing to continuous improvement initiatives. Above all, they should demonstrate a high level of ownership, as they would contribute to vendor experience on the Amazon platform.

Roles and Responsibilities:

Process Excellence:

* Commitment to drive excellence in vendor experience.
* Develop and improve standardized processes related to program and process management.
* Contribute to Kaizen activities and process improvement initiatives.
* Assist with the definition and design of tools, standard operating procedures and processes in Vendor Services.
* Audit AVS activities impacting data analysis and drive process improvement.
* Surface and share best practices across Vendor Specialists.

Vendor Service Delivery:

* Resolve complex data analysis problems for the vendor.
* Proactively identify data defects and solve them at scale using technology and processes.
* Own resolution of escalated vendor tasks in the Amazon program functional expert queue.
* Liaise with other internal departments as required to resolve vendor issues and questions.
* Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Coaching and Knowledge Building:

* Aggregate information about tools, services and knowledge from centralized program teams in retail and other relevant enterprise wide services.
* Build and refresh training material on program management activities. Keep the AVS organization abreast of the latest analytic strategies.
* Coach vendor specialists and remote team members to build analytic expertise.