3+ years of interacting with customers/stake holders experience- Experience back office operations, escalation management and troubleshooting environments- Experience in managing high priority queues- Experience using data to influence business decisions- Experience establishing new processes and developing Standard Operating Procedures or guidelines, creating content to aid knowledge sharing or training, writing business documents and/or creating business reportsCome use your communication skills and problem solving experience to support critical functions in Amazon's Physical Stores! The Physical Stores Support Team executes product selection, onboarding, merchandising, inventory and pricing functions for multiple Amazon branded brick and mortar stores with innovative concepts (including Amazon Style & Amazon Go).Your work will have a direct impact on the customer experience and stakeholder trust. You'll be part of a team working to operate, scale, and innovate to support business success and growth. Expect fun, a learning curve, and opportunities to sharpen your skills and grow.Key job responsibilitiesOpportunities to shine include maturing processes to drive savings and accuracy; influencing peers and cross-functional teams to drive results; researching for missing information; proactively finding and solving problems; sharing knowledge and best practices with the team; and communicating out to stakeholders.A day in the life**In your day-to-day job you will be required to**:- Develop compliant processes with documented SOPs for new tasks and activities undertaken by the team- Test ambiguous processes to create simple, clear steps- Demonstrate expertise in handling end-to-end processes and related tools- Continuously own process health and updates- Administrate end-to-end process workflows, including coordinating the execution of sub-tasks, owning quality and delivery of results- Provide process level reports to senior management and stakeholders- Monitor individual KPIs (productivity, quality, on-time delivery, etc.)- Dive Deep on process deviations- Perform root cause analysis, researching for missing information, finding the main gaps and solving them- Contribute to Correction of Error process by documenting issues and owning actions for change- Own implementation of initiatives that work toward improving team metrics, processes or functions at a site level- Interact with multiple stakeholders on a daily basis to communicate on operations and project reviews- Effectively prioritize work to ensure productivity and fulfill department standards for time spent.Heredia, H, CRI- 1+ years of program or project management experience- Knowledge of SQL and Advanced Excel (Array and Statistical formulas)- Knowledge of analytics & statistical tools such as SAS, PowerBI, SQL & ETL DW concepts- Experience in Process Improvement or Quality related fields, including Operational Excellence, Lean, Six Sigma, Kaizen, or Quality Auditing (ie analyze problems logically, determine situational needs and proactively provide appropriate solutions)
