Process Support Expert, Selling Partner Support Experience

Amazon; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Process Support Expert to enhance the support experience for its Selling Partners. This role involves analyzing and improving operational processes, developing high-quality self-service software products, and collaborating with cross-functional teams. The ideal candidate will be passionate about automation, possess strong technical skills, and have a knack for problem-solving. Join a dynamic team dedicated to driving efficiency and innovation in a fast-paced environment, where your contributions will directly impact the success of thousands of sellers worldwide.

Qualifications

• Experience in analyzing operational processes and designing software products.
• Ability to document requirements and create functional specifications.

Responsibilities

• Analyze and improve operational processes for self-service software products.
• Engage with stakeholders to document requirements and create process maps.

Skills

Business Process Model Notation (BPMN)

Workflow Designer (WFD)

HTML

CSS

Markdown

Mustache

Technical Requirements Gathering

Cross-functional Collaboration

Tools

Amazon BPMN Tool

Job description

Process Support Expert, Selling Partner Support Experience

Job ID: 2965918 | ADCI - BLR 14 SEZ - F07

Are you passionate about automating, designing processes and simplifying work? Is the opportunity to contribute toward Amazon's ability to scale operations inspiring? We are looking for experienced Seller Support SMEs coming from a technology background with the ability to deep dive, invent and simplify and who have a high degree of ownership.

Our Business
We serve Amazon’s third party sellers, one of the fastest growing businesses inside Amazon with over a million merchants, vendors and brand owners selling on Amazon’s international marketplace. We drive the solutions to ensure our sellers are successful, building the communication tools that sellers use to receive help and drive cross-functional initiatives to improve their overall experience. We are changing the world of seller engagement.

Our Impact
The result of our work is seen in the growth of the Amazon business in physical gross merchandise sales sold by independent third-party sellers. We’ve had a direct impact on Amazon’s success in attracting and retaining third party sellers. Our work with sellers is paramount to Amazon’s ability to continue to offer customers the largest product selection at the lowest price. Selling Partner Support Experience is looking for customer obsessed individuals who are committed to solving complex challenges that accompany growth and scale.

The Role
As a Process Support Expert, you will be responsible for analyzing operational processes to design, develop, test, launch and continuously improve high quality self-service software products called Workflows. In this role you will partner with the greater SPSE organization to understand their business models and generate technical requirements supported by program technology. You will work cross-functionally with product managers, software engineers, business analysts and program managers on small to medium scale projects.

Key job responsibilities
1. Engage with program and business stakeholders to document requirements, create functional specifications/requirements and generate process maps using Business Process Model Notation (BPMN) tool called Workflow Designer (WFD)
2. Update, test, launch and improve Selling Partner (SP) and Associate facing WFs
3. Become a subject matter expert on Workflow Designer (WFD) understanding tool configurations
4. Engage with software development teams to provide requirements for integrating new automation or updating existing automation
5. Author SP and Associate facing content in various markup languages (Mustache(5), Markdown, HTML, CSS)
6. Understand and leverage SPS’ operational knowledge for accurate issue resolution
7. Deep dive WF product and/or operational issues to propose and implement simple and effective solutions

A day in the life
1. Work extensively on Amazon proprietary BPMN tool to develop and edit existing software products working backwards from business requirements
2. Attend stand-ups sharing updates on project progress and clarify blockers/issues with senior engineers (if any)
3. Occasionally, get involved in discussions with business leaders providing technical solutions to real-world business problems
4. Review technical designs of other engineers maintaining a high quality bar for products

About the team
The Process Engineering team operates within a broader organization dedicated to streamlining the support experience for Amazon Selling Partners and internal support associates. Our objectives include minimizing customer support inquiries and enhancing the efficiency of support representatives. As a cohesive unit, we collaborate on best practices, offer mutual assistance, mentor engineers, and actively contribute to the overarching goals of the organization. Throughout our endeavors, we prioritize both productivity and fun.

BASIC QUALIFICATIONS

PREFERRED QUALIFICATIONS

1. Ability to learn and adopt new technologies quickly
2. Knowledge of technical architectures including upstream and downstream impacts of system configurations

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.