Escalation Process Specialist, SAS

Amazon; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Escalation Process Specialist to enhance the Selling Partner experience. This role involves deep diving into escalations, collaborating with various stakeholders, and leveraging technology to drive process improvements. The ideal candidate will be analytical, customer-focused, and capable of thriving in a fast-paced environment. Join a dynamic team dedicated to innovation and excellence, where your contributions will significantly impact the satisfaction and engagement of Selling Partners on a leading eCommerce platform.

Qualifications

• 3+ years of process improvement experience in eCommerce.
• Strong analytical skills and comfort with metrics.

Responsibilities

• Resolve complex Selling Partner escalations and issues.
• Identify and solve process gaps impacting Selling Partners.

Skills

Process Improvement

Analytical Skills

Customer Focus

Project Management

Communication Skills

Education

Bachelor's Degree

Tools

Microsoft Excel

Job description

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. 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 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.


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

BASIC QUALIFICATIONS

- • 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 customer—relentlessly customer-focused

PREFERRED QUALIFICATIONS

- • 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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