Sales Operations Specialist, AFX - BPO BIOS Sales Planning Support

Amazon Operation Services Philippines, Inc.; Pateros; On-site; PHP 300,000 - 540,000; Full time

Job summary

Amazon Operation Services Philippines, Inc. is seeking a data and operations analyst to support the resolution of evolving issues across Sales, Sales Operations, and Field teams. You will investigate problems, perform root cause analysis, and guide users on tool usage.

The role emphasizes ticket-based support, SLAs, documentation, and collaboration with partner teams, with an 8 PM to 5 AM PHT shift from the Taguig office.

Qualifications

• 3+ years of data, functional or operational analysis on large data sets.
• Bachelor's degree in Business Administration, Finance, Computer Science, or related field.
• Proficient in Excel; able to create and troubleshoot complex spreadsheets.
• Experience managing ticket-based or case-based support teams with SLAs and quality metrics.
• Strong attention to detail and problem-solving skills.

Responsibilities

• Resolve support tickets from intake to closure, meeting SLAs and handling complex issues.
• Build strong knowledge of relevant systems to guide users and prevent errors.
• Investigate and resolve system errors, data synchronization issues, and discrepancies; document root cause and steps.
• Escalate issues to specialized teams when needed and ensure smooth handoffs.
• Identify recurring patterns and contribute to process improvements and automation.
• Contribute to team documentation and training materials.
• Review work of newer team members and assist with onboarding.
• Produce clear written and verbal communications, including root cause write-ups.
• This role reports to the Taguig, Philippines office, on an 8 PM to 5 AM PHT shift.

Skills

Data analysis

Ticket-based support management

Attention to detail

Problem-solving

Education

Bachelor's degree in Business Administration, Finance, Computer Science

Tools

Excel

Job description

Key job responsibilities

Support the resolution of continuously evolving operational issues and inquiries, executing the investigation and root cause analysis of problems across the tools and processes that our Sales, Sales operations, and Field teams rely on.

• Resolve assigned support tickets from intake to closure, meeting service level and quality expectations, taking on the more complex or ambiguous issues that require judgment beyond standard procedures.
• Build strong working knowledge of the relevant systems, data, and policies in order to guide users through proper tool usage, error prevention, and policy-related questions.
• Investigate and resolve system errors, data synchronization issues, and data discrepancies, documenting root cause and steps to reproduce, and validating against trusted sources to ensure accuracy.
• Escalate well-documented issues to specialized partner teams when a fix falls outside the team's scope, and collaborate with peers and stakeholders to ensure smooth handoffs.
• Identify recurring issue patterns and root cause themes, and contribute to process improvement initiatives, including surfacing automation opportunities, testing new tools and processes, and providing feedback on proposed changes.
• Contribute to the team's documentation and knowledge resources by creating and updating materials, sharing best practices, and identifying gaps in training.
• Review the work of newer team members and support onboarding, providing constructive feedback, tracking error patterns, and helping train the team on systems, processes, and best practices.
• Produce clear written and verbal communication, including issue documentation and root cause write-ups, with the ability to communicate to leadership and participate in business reviews.
• This role will report to the office located at Taguig, Philippines, on an 8PM to 5AM PHT shift schedule.

Qualifications

• 3+ years of data, functional or operational analysis, based on large volumes of data
• Bachelor's degree in Business Administration, Finance, Computer Science, or related field
• Must be proficient in Excel and be able to create and troubleshoot complex spreadsheets
• Demonstrated experience managing ticket-based or case-based support teams with defined SLAs and quality metrics
• Proven attention to detail and excellent problem-solving skills