Escalation Process Specialist, SAS

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 worldclass tools and services. Our team is looking for a Escalation Process 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. 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 corelate 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.


Key job responsibilities
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 timemanagement 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.
Assist with the standard operating procedures and processes in Selling Partner Services.
Surface and share best practices across Account Managers.




Bachelor degree or equivalent experience including 3 years of process improvement experience in eCommerce
At least 1 year of Program and/or Project Management
Comfort with metrics and quantitative analysis and ability to turn analysis into actionable plans; expertise in excel
The ability to work independently while using centralized resources policies and procedures.
The ability to work in a fast paced environment and deal with ambiguity
Ability to prioritize and manage multiple responsibilities
Always does what is right for the customerrelentlessly customerfocused

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

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