Process Specialist, Operations as a Service (OaaS, North America Supply Chain (NASC)

Amazon Inc.; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Amazon is seeking an Operations professional to own and improve end-to-end processes across test and production environments in Bengaluru. You will manage queues, coordinate with stakeholders, and drive data-driven reviews to support business goals.

The role requires 3+ years in operations or program management, strong analytical skills, and experience with process documentation and automation initiatives. 24x7 shift flexibility is expected.

Qualifications

• Bachelor's degree in any field required.
• 3+ years of experience in operations, program management, or related field.
• Experience managing stakeholders and communicating with business and operations partners.
• Strong analytical and problem-solving skills in ambiguous environments.
• Experience with process documentation, workflow design, and process improvement.

Responsibilities

• Process Ownership & Execution: Learn and execute new processes across test and production environments, meeting SLA and quality metrics.
• Operational Ownership: Manage day-to-day queue and workflow, prioritize work, and handle volume fluctuations without performance loss.
• Stakeholder Management: Act as a point of contact for processes; collaborate with partners to set expectations and deliver outcomes.
• Data & Business Reviews: Track metrics, identify trends, and contribute to WBRs/MBRs/QBRs with insights.
• Problem Solving: Investigate defects, perform root-cause analysis, and implement corrective actions.
• Process Improvement & Automation: Identify inefficiencies, standardize workflows, and pursue automation opportunities.
• Documentation & Knowledge Management: Create and maintain SOPs and process documentation.
• Flexibility to work in 24x7 shift and rotational weekly off.

Skills

Process ownership

Operational ownership

Stakeholder management

Data & business reviews

Problem solving

Process improvement

Documentation & knowledge management

Automation awareness

Education

Bachelor's degree

Tools

Excel

VBA

SQL

Dashboards

Workflow tools

Job description

Description

Amazon is a global technology and operations company serving customers across multiple businesses and geographies. Our teams build and operate scalable solutions across a wide range of functions, with a focus on customer experience, operational excellence, innovation, and continuous improvement. Employees work in a fast-paced environment, partnering across teams and geographies to solve complex business problems and deliver results at scale.

Operations as a Service (OaaS) enables the business to deliver products and services to customers across the globe. Our teams manage complex, high-volume processes and continuously improve how work is executed through standardization, technology, data, and automation. The role offers an opportunity to work across teams and geographies, solve operational challenges, and drive improvements at scale

Key job responsibilities

• Process Ownership & Execution: Independently learn and execute new processes across test and production environments, meeting defined SLA, productivity, quality, and other business metrics.
• Operational Ownership: Own day-to-day queue and workflow management, ensuring timely resolution, effective prioritization, and consistent delivery against business goals. Manage volume fluctuations and changing priorities without impacting performance.
• Stakeholder Management: Serve as a point of contact for assigned processes; partner with business and operations stakeholders to understand requirements, provide updates, resolve issues, and deliver agreed outcomes.
• Data & Business Reviews: Track and analyze process metrics, identify trends and gaps, and contribute to WBRs, MBRs, QBRs, and other business reviews with relevant insights and actions.
• Problem Solving: Investigate defects and process gaps, perform root-cause analysis, and implement corrective actions. Make sound decisions in ambiguous situations using available data and business context.
• Process Improvement & Automation: Identify process inefficiencies, standardize workflows, and drive best-practice adoption. Identify opportunities to eliminate manual effort through automation and partner with Tech and other teams to implement scalable solutions.
• Documentation & Knowledge Management: Develop and maintain SOPs, process documentation, and workflow mechanisms to support consistent execution and effective knowledge transfer.
• Flexibility to work in 24x7 shift and rotational weekly off

Basic Qualifications

• Bachelor's degree in any field of study
• 3+ years of experience in operations, program management, or a related field.
• Experience managing stakeholders and communicating with business and operations partners.
• Strong analytical and problem-solving skills with the ability to operate in ambiguous environments.
• Experience with process documentation, workflow design, and process improvement.

Preferred Qualifications

• Experience in operations transitions, shared services, or centralized operations models.
• Proficiency in Excel, VBA, SQL, dashboards, or workflow tools.
• Experience in supply chain, procurement, compliance, or related operational workflows.
• Experience driving automation, process simplification, or continuous improvement initiatives.

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.