Content Ops Associate, PLS

Amazon; Hyderabad; On-site; INR 300,000 - 700,000; Full time

Job summary

An established industry player is seeking a dynamic Catalog Specialist to enhance customer experience through meticulous catalog management and process optimization. In this role, you will follow Standard Operating Procedures to conduct audits, resolve content issues, and ensure compliance with quality standards. Your strong attention to detail and problem-solving skills will be essential in identifying trends and driving continuous improvement. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, this opportunity is perfect for you. Join a diverse and inclusive team that values your contributions and fosters growth.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in catalog management or content roles preferred.

Responsibilities

• Conduct manual audits and resolve content issues as per SOPs.
• Identify trends from audits to improve processes and quality.

Skills

Attention to Detail

Problem-Solving Skills

Communication Skills

Data Accuracy

Adaptability

Education

Bachelor’s Degree

Tools

Excel

Word

PowerPoint

SQL

Job description

The mission of Product Lifecycle Support (PLS) is to offer relevant post-purchase product support to customers, and empower them to make the most of the products purchased on Amazon. By solving post-purchase product issues, we prevent avoidable returns and help the planet by extending the life of products, thereby generating positive financial and environmental impacts.

We are seeking a dynamic Catalog Specialist to join our team, responsible for contributing to core metrics, ensuring high-quality work, and driving process improvements. The ideal candidate will execute complex SOPs independently, meet SLAs, and support deep-dives, UTAs, quality audits, seller escalations, and SIMs. You will play a key role in driving productivity improvements and delivering error-free work, with a strong customer-focused mindset. The role requires an individual who excels in identifying product issues, developing user-friendly solutions, and optimizing processes to enhance the customer experience. If you are passionate about delivering exceptional service and thrive in a fast-paced, solution-driven environment, we would love to hear from you.

Key job responsibilities

1. Follow established Standard Operating Procedures (SOPs) to conduct manual audits, resolve outliers and exceptions, utilizing internal tools and systems.
2. Investigate content issues and recommend actions based on SOPs to ensure compliance and quality standards.
3. Identify trends and patterns from audits to contribute to continuous process and program improvements.
4. Provide timely and accurate responses to stakeholders in line with SOPs and Service Level Agreements (SLAs).
5. Escalate issues and challenges systematically to the appropriate teams or owners as per defined escalation processes.
6. Maintain detailed records of daily activities, ensuring accurate updates in trackers or workflow tools.
7. Meet and exceed key business metrics, including SLA adherence, productivity, quality, and utilization targets.
8. Collaborate effectively within the team and contribute to the growth and success of the program.
9. Adapt and work flexibly across multiple programs as required by evolving business needs.

* Work from Office Role

BASIC QUALIFICATIONS

1. Bachelor’s degree or equivalent work experience.
2. Experience in catalog management or content-related roles.
3. Proficiency in Excel, Word, PowerPoint, and SQL.
4. Strong attention to detail with a focus on data accuracy.
5. Excellent written and verbal communication skills for escalations and stakeholder collaboration.
6. Experience in content addition and ensuring content accuracy.
7. Strong problem-solving skills with a proactive approach to escalations.
8. Adaptable and quick to learn new systems and processes.

PREFERRED QUALIFICATIONS

1. Background in e-commerce or product lifecycle management.
2. Excellent writing, editing, and proofreading skills.
3. Passion for exceptional customer service and user experience.

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 this link for more information.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.