Escalation Process Specialist, SAS, SAS

Our vision is to make Amazon to be the best place for third party sellers of all sizes to grow and serve our customers leveraging world-class tools and services. Our team is looking for a Escalation Process Specialist who is a team player capable of working in a dynamic environment focused on addressing Selling Partner escalated enforcement issues. Our team will invent and innovate across technology, processes and people to grow the program and improve Selling Partner engagement and satisfaction.
In this role, you will deep dive escalations and work with a broad group of internal stakeholders globally. You will also work with Selling Partners and Account Managers directly to collect insights. 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, scalable solutions to complex problems.
The ideal candidate should possess strong functional and communication skills. They should have the ability to deep dive and co-relate Selling Partner escalations to scale long term solutions and work closely with Selling Partner Account Managers to own responses to Selling Partners. Above all, they should demonstrate a high level of ownership, as they would contribute to Selling Partner experience on the Amazon platform.
Key job responsibilities
Key job responsibilities
• Resolve complex issues identified via Selling Partner escalations.
• Proactively identify process gaps impacting Selling Partners and solve them at scale using technology and processes.
• Own resolution of escalated Selling Partner tasks in the escalations queue.
• Liaise with other internal departments as required to resolve Selling Partner issues and questions.
• Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Process Excellence:
• Commitment to drive excellence in Selling Partner experience.
• Contribute to improvements in standardized processes related to escalation process management.
• Assist with the standard operating procedures and processes in Selling Partner Services.
• Surface and share best practices across Account Managers.
- 3+ years of digital advertising and client facing roles experience
- 2+ years of sales or account management experience
- Experience with Excel
- Experience analyzing data and best practices to assess performance drivers
- Experience analyzing key open issues and resolution metrics for each of the managed accounts
- Experience in relationship management within technology, start-ups, or SaaS Platforms
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