Process Lead
DESCRIPTION
At Amazon, we're working to be the most Customer-centric company on earth, so we are constantly looking for ways to improve delivery experience. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through multiple fulfillment channels.
A successful candidate must be passionate about understanding customer pain points, has an unending desire to uncover root causes of any defect, works independently, is comfortable with ambiguity, and able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong skills in program management, analytics, queries, communication both written and verbal, relationship building and Customer Obsession.
Key job responsibilities
The candidate actively seeks to understand Amazon’s core business values and initiatives, and translates those into everyday practices. Some of the key result areas include, but not limited to:
* Experience in managing process and operational escalations
* Driving appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goal
* Managing stakeholder communication across multiple lines of business on operational milestones, process changes and escalations
* Communicate and take the lead role in identifying gaps in process areas and work with all stakeholders to resolve the gaps
* Be a SME for the process and a referral point for peers and junior team members
* Has the ability to drive business/operational metrics through quantitative decision making, and adoption of different tools and resources
* Ability to meet deadlines in a fast paced work environment driven by complex software systems and processes
* Ability to perform deep dive in the process and come up with process improvement solutions
* Shall collaborate effectively with other teams and subject matter experts (SMEs), Language Engineers (LaEs) to support launches of new process and services
BASIC QUALIFICATIONS
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
PREFERRED QUALIFICATIONS
- Bachelor's degree
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