Process Improvement Specialist, WW RCX - Product Lifecycle Support
At Amazon Worldwide Returns & ReCommerce (WWRR), we aspire to zero: zero cost of returns, zero waste, and zero defects. We are an agile, innovative organization dedicated to ‘making zero happen’ to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line.
WWRR includes business, product, program, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products. We are looking for a skilled process improvement specialist to be a part of the Product Lifecycle Support team. In this role, you will be working with brands, product managers, software developers, program managers, and operational partners to improve the seller experience. As a Process Improvement Specialist, you will champion global Amazon processes, identify improvement opportunities, and drive the change management, testing, and content creation for new seller experience products worldwide. The ideal candidate has strong business acumen, have the ability to communicate with stakeholders on multiple levels, demonstrate ownership, and will be comfortable with ambiguity while working in a fast-paced and dynamic environment.
Key job responsibilities
- gather seller/brand feedback by conducting seller/brand level engagement
- conduct user research/ user testing / feedback collection for seller facing features
- share seller/brand learnings with PLS team and RCX to help drive SPX improvements (in year, OP and 3YP)
- connect with the Account managers and seller partners to gather seller/brand feedback and setup scalable mechanisms to gather it.
- continuously improve intake and enrollment SOPs for teams who will use these SOPs to market and enroll Selling Partner into PLS
BASIC QUALIFICATIONS
- 2+ years’ experience in Program or Project Management with experience in stakeholder management
- Experience with MS Outlook, Excel, and Word
- Strong written and verbal communication skills
- A self-starter who possess intellectual curiosity; proven track record to deep dive, root cause, and drive business improvements with the customer in mind
- Proven ability to drive decisions through data and analytics, utilizing tools such as SQL, Tableau, and Excel
PREFERRED QUALIFICATIONS
- Prior experience in seller-facing process optimization
- Prior experience with seller/brand engagements/account managers
- Prior experience with stakeholder management
- Experience with data collection, analysis and reporting
- Experience working with international teams, with an understanding of EU and US regional nuances.
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