Escalation Process Specialist, Amazon Launchpad

1 week ago


London, United Kingdom Amazon UK Services Ltd. Full time

BA/BS degree or equivalent experience including 2+ years of process improvement experience in ecommerce.
- Experience working with cross-functional teams to reach mutually beneficial outcomes.
- At least 1 year of Program and/or Project Management experience.
- Proven ability to deliver results, influence others, and use analytical skills to build detail oriented plans.
- Always does what is right for the customer—relentlessly customer-focused.

Job summary
Do you want to be a key part of a team focused on helping startups from around the world to grow their brands? If yes, you will be excited to know that we are looking for bright and ambitious individuals to build their careers within the Amazon Launchpad Europe team.

What is Amazon Launchpad?
Amazon Launchpad is a programme showcasing cutting-edge products from startups, making it easy for them to onboard, market, and launch new products to millions of Amazon customers.

What is the role?
Our vision is for Amazon to be the best place for startups to launch products, reach Amazon customers, and grow, by leveraging Amazon Launchpad’s world-class tools and services. We are looking for an Escalation Process Specialist, capable of working in a fast-paced environment and focused on identifying and addressing startups’ account support issues.

In this role, you will work with startups and Account Managers directly to collect insights on startups’ account support needs and drive resolutions and process improvements. Our team will work with a cross-functional group of internal stakeholders globally (e.g. sales, marketing, seller support, etc.) to invent and innovate across technology, processes and people to improve Selling Partner experience.

**Roles and Responsibilities**:Service Delivery**:

- Own resolution of startups account issues in the escalations queue.
- Resolve complex issues identified via startup escalations.
- Proactively identify process gaps impacting startups and solve them at scale using technology and processes.
- Work with internal partner teams to resolve startup issues and questions.
- Directly improve startup experience with excellent time-management and the ability to work independently while using departmental resources, policies and procedures.

**Process Excellence**:

- Drive improvements in standardised processes related to escalation process management.
- Assist with the definition and design of tools, standard operating procedures and processes in Selling Partner Services.
- Identify and share best practices on tools, services and knowledge across Account Managers.
- Intermediate/advanced SQL/ETL skills.
- Experience in data analysis - either professional experience or through education.



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