Escalation Process Specialist (Turkish Speaker), MENAT SAS

Amazon; Dubai; On-site; USD 40,000 - 80,000; Full time

Job summary

Join a dynamic team focused on enhancing the Seller experience in a fast-paced environment. As a Turkish Speaking EPS associate, you will tackle escalated enforcement issues and collaborate with various internal stakeholders to drive process improvements. Your strong analytical and communication skills will help you develop long-term solutions that benefit Sellers on the platform. This role offers a unique opportunity to contribute to the growth of third-party sellers while working in an inclusive culture that values innovation and customer satisfaction. If you're ready to make a significant impact, this position is perfect for you.

Qualifications

• 3+ years in process improvement within eCommerce.
• 1+ year in Program and/or Project Management.

Responsibilities

• Manage Seller enforcement-related escalations.
• Identify and address knowledge gaps among sellers.
• Collaborate with partner teams to improve seller experience.

Skills

Fluency in Turkish

Process Improvement

Project Management

Analytical Skills

Communication Skills

Customer Focus

Microsoft Excel

Education

BA/BS degree or equivalent experience

Job description

MENAT SAS team is looking for a Turkish Speaking EPS associate capable of working in a dynamic environment focused on addressing TR Sellers escalated enforcement issues. In this role, you will deep dive into escalations and work with a broad group of internal stakeholders globally (e.g., sales, marketing, seller support, etc.). You will also work directly with Sellers and Account Managers (AMs) to gather insights that act as blockers for sellers' account health.

The ideal candidate should possess strong functional and communication skills, with the ability to analyze and correlate Selling Partner escalations to develop long-term solutions. They should demonstrate a high level of ownership and contribute to enhancing the Seller experience on the Amazon platform.

Key Job Responsibilities

1. Manage Seller enforcement-related escalations, freeing up AM bandwidth for strategic tasks.
2. Identify and address knowledge gaps among sellers and account managers.
3. Engage external teams to drive process improvements.

Roles and Responsibilities

• Resolve complex issues raised by Seller escalations.
• Proactively identify process gaps affecting Sellers and implement scalable solutions using technology and process improvements.
• Collaborate with partner teams to resolve escalations and improve seller experience.
• Coordinate with internal departments to resolve Seller issues and inquiries.
• Demonstrate excellent time management and the ability to work independently following policies and procedures.
• Support account managers in ensuring seller appeals are addressed within SLAs and SOPs are followed, while identifying patterns in unsuccessful escalations.

About the Team

The MENAT Strategic Account Services (SAS) team collaborates with various Amazon units to support the growth of third-party sellers of all sizes and enhance customer satisfaction through advanced tools and services. The team works across countries and functions such as technology, processes, and business to improve Seller engagement and satisfaction.

Qualifications

• Fluency in Turkish
• BA/BS degree or equivalent experience, including at least 3 years in process improvement within eCommerce
• Minimum 1 year of Program and/or Project Management experience
• Proven success in exceeding goals
• Strong business judgment and ability to influence others
• Attention to detail and excellent organizational skills
• Customer-focused mindset
• Excellent written and oral communication skills in English
• Ability to collaborate with legal, product, and internal business teams
• Strong analytical skills, proficient in Microsoft Excel
• Ability to thrive in ambiguous environments
• Creative, proactive, and customer advocate

Preferred: ECommerce or Retail experience.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. For workplace accommodations or adjustments during the application and hiring process, please visit our support page. If your location isn't listed, contact your Recruiting Partner.

Required Experience: Unclear Seniority