Process Improvement Specialist

1 week ago

London, United Kingdom Amazon UK Services Ltd. Full time

BA/BS degree or equivalent experience
- Fluent written and verbal communication in English
- Experience in Program and/or Project Management, preferably in eCommerce
- Demonstrated success exceeding goals
- Sound business judgment, proven ability to influence others, and very detail oriented
- Ability to prioritize and manage multiple responsibilities
- Always does what is right for the customer—relentlessly customer-focused

Hundreds of millions of customers shop in Amazon’s store, and every day, customers browse, purchase, and review products sold by selling partners right alongside products sold by Amazon. Since 2000, Amazon has offered this virtual shelf space to individuals and companies of all sizes, helping them reach customer accounts worldwide, build their brands, and grow their business. Fast-forward to the present day, those third-party paid units have represented 56% of total paid units in Q3 2021.
Our vision is to make Amazon the best place for selling partners of all sizes to grow and serve Amazon customers leveraging world-class tools and services. The Amazon Marketplace Professional Services (AMPS) team is looking for a Process Improvement Specialist, who is a team player capable of working in a dynamic environment, focused on addressing the complex and most relevant challenges selling partners face in their day-to-day work when selling via Amazon.
In this role, you are able to drive systematic changes at Amazon and to enhance their experience. Our team will invent and innovate across technology, processes and people to grow the program and improve engagement and satisfaction. For this, you will work closely with the selling partners and Amazon internal teams (e.g. account manager, policy and safety teams, seller support, etc.). You will dive deep into complex scenarios, identify root causes and develop scalable actions. 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 solutions.

Above all, you should demonstrate strong functional and communication skills, a high level of ownership, customer obsession, and a strong bias for action. Given the early stage of this team, a good deal of your role will be to invent and simplify our processes by owning and developing expertise for a specific topic, in collaboration with Amazon colleagues all over Europe.

**Roles and Responsibilities**:Selling Partner Service Delivery**:

- Support our selling partners by identifying, analyzing and resolving their most complex issues
- Proactively identify process gaps impacting stakeholders experience and solve them at scale using technology and processes.
- Own resolution of issues related with Amazon Policies using internal tools and liaise with internal stakeholders to resolve them.
- Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.

**Process Excellence**:

- Drive excellence in selling partner experience.
- Contribute to improving standardized processes with the adoption of Kaizen activities.
- Assist with the definition and design of tools, procedures and processes within AMPS.
- Surface and share best practices across Account Managers.

**Coaching and Knowledge Building**:

- Aggregate information about tools, services and knowledge from centralized BI and analytics teams in AMPS and other relevant enterprise wide services.
- Build and refresh training material on selling partner activities in partnership with the training team. Keep the AMPS organization abreast of the latest policies.
- 1+ years relevant experience with process improvement
- Ability to work and communicate effectively with internal business owners (e.g. legal or product teams) 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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