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- Tasks: Drive defect elimination and enhance seller experience through data-driven decisions.
- Company: Join Amazon, a global leader in e-commerce, dedicated to customer satisfaction and innovation.
- Benefits: Enjoy flexible work options, competitive pay, and a vibrant company culture.
- Why this job: Make a real impact on customer experiences while collaborating with diverse teams.
- Qualifications: 1+ years in project management; data analysis skills preferred.
- Other info: Be part of a dynamic team focused on operational excellence and growth.
The predicted salary is between 36000 - 60000 £ per year.
Subject Matter Expert, WW FBA – Support – VAR
Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth\’s Biggest Selection. Amazon.com, Inc. seeks to be Earth\’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!
Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon’s cost structure. Vision of RBS is to accelerate Amazon’s flywheel by 1) improving the customer experience by fixing detail page catalog defects at scale, 2) improving selling partner listing quality to drive GMS and reducing fulfillment defects to drive profitability and 3) improving store operations efficiency by driving down cost of operations. We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners.
Within RBS, the Andon Defect Elimination team strives to reduce the problems identified with the products and process flow. The team’s primary role is to identify root cause, eliminate the defect and implement solutions to fix the issue permanently, thereby improving customer experience. The tasks handled by this group have a direct impact on customer buying decisions and online user experience.
About the Role As a Subject Matter Expert, you will be responsible for owning the key metrics focused towards defect elimination and deliver business value. The role requires you to work closely with senior leadership and other internal/external stakeholders, helping them make data-driven decisions, size up problems through various analysis, convert problem statements into process improvement activities & achieve closure. The individual will interact with the business, automation & technology teams to help drive operation, deploy tools & technics and system improvements.
The successful candidate should have the ability to work at all levels with an eye for detail to achieve quality & process goals, actively seeks to understand Amazon’s core values and translates those into everyday practices.
Key job responsibilities
• Success will be measured by the performance on input metrics and impact of sellers on creating a great customer experience.
• Partnering with internal teams to manage seller relationship by championing the seller’s needs at Amazon.
• Build communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan for the sellers.
• Build and execute on a strategic account plan that delivers on key business opportunities and relevant KPIs for the sellers and Amazon.
• Work with internal Amazon teams & the seller to improve operational aspects of their business to providing a great consumer experience.
• Conduct deep analysis on the issues for the sellers and develop recommendations and action plans based on data to improve seller experience.
• Provide thought leadership around planning, roadmaps and execution.
• Establish long term partnerships with the group of sellers handled.
• Support the launches of new programs and features.
• Conduct regular WBR, MBRs with the sellers, highlight business metric performance and building action plans.
• Metric influencing – ability to understand a metric and create realistic forecasts. Take calculated risks, and quick to react with new action plans.
A day in the life
· Partnering with the Seller Category Team and managing the Seller relationship by championing the Seller’s needs at Amazon
· Build communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan for the sellers
· Work with internal Amazon teams/Sellers to improve operational aspects of their business in providing a great consumer experience
· Conduct deep dive analysis on CRET insight the handled issues with the Sellers and publish recommendations and action plans based on data to improve seller experience
· Establish long term partnerships with key seller partners for the group of sellers handled
About the team
The C-RET (Customer Returns and Experience Transformation) team is a dynamic group focused on improving the end-to-end seller and customer experience on Amazon. We work closely with FBA, Seller Services, and various cross-functional teams to drive operational excellence and long-term growth for our strategic sellers. Our mission is to deliver innovative, data-driven solutions that enhance performance, streamline processes, and elevate the customer journey.
BASIC QUALIFICATIONS
– 1+ years of program or project management experience
– Experience using data to influence business decisions
PREFERRED QUALIFICATIONS
– Knowledge of analytics & statistical tools such as SAS, PowerBI, SQL & ETL DW concepts
– Experience back office operations, escalation management and troubleshooting environments
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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Subject Matter Expert, WW FBA - Support - VAR employer: Amazon
Contact Detail:
Amazon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Subject Matter Expert, WW FBA - Support - VAR
✨Tip Number 1
Familiarise yourself with Amazon's core values and how they relate to the role. Understanding these principles will help you align your approach and demonstrate that you can embody them in your work.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific metrics and data analysis techniques you've used in past roles. Being able to articulate your experience with data-driven decision-making will set you apart.
✨Tip Number 4
Showcase your problem-solving skills by preparing examples of how you've identified root causes and implemented solutions in previous positions. This is crucial for a role focused on defect elimination.
We think you need these skills to ace Subject Matter Expert, WW FBA - Support - VAR
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Subject Matter Expert position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise any program or project management experience you have, especially if it involves data analysis or improving customer experiences. Use specific examples to demonstrate your impact.
Showcase Analytical Skills: If you have experience with analytics and statistical tools like SAS, PowerBI, or SQL, make sure to mention this in your application. Provide examples of how you've used these skills to influence business decisions.
Craft a Compelling Cover Letter: Your cover letter should not only express your interest in the role but also explain how your values align with Amazon's customer-centric approach. Discuss how you can contribute to improving seller and customer experiences.
How to prepare for a job interview at Amazon
✨Understand Amazon's Core Values
Familiarise yourself with Amazon's leadership principles and core values. Be prepared to discuss how these principles resonate with your own work ethic and experiences, as this will demonstrate your alignment with the company's culture.
✨Showcase Your Analytical Skills
Since the role involves data-driven decision-making, be ready to provide examples of how you've used data to influence business outcomes in previous roles. Highlight any experience with analytics tools like SQL or PowerBI.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss specific scenarios where you identified a problem, implemented a solution, and measured the impact of your actions on the business.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Be prepared to explain complex ideas clearly and concisely, and showcase your ability to build relationships with stakeholders at all levels.
