Complex Issue Resolution Specialist , Paid Services
Job Description
Amazon Marketplace Paid Services (AMPS)
Are you interested in innovating to deliver a world-class level of service to Amazon’s Selling Partners? The Amazon Marketplace Paid Services (AMPS) program which seeks to improve the customer and Selling Partner experience of selling on Amazon by working directly with Selling Partners to improve value, selection and convenience across their business. Our team will invent and innovate across technology, processes and people to grow the program, improve seller engagement and satisfaction and enable global solutions through direct cooperation with the US, EU, and China Teams.
AMPS is seeking a dynamic and motivated Complex Issue Resolution Specialist to develop and help growing our Paid Services business. The Complex Issue Resolution Specialist will work closely with the Merchant Consultant and multiple related teams to resolve system and process issues that prevent Sellers from Selling on Amazon and achieving business growth early on, as well as identifying potential improvement opportunities and building long-term, scalable solutions. He/she will also work with global teams to maximize Seller satisfaction and sales on Amazon.jp through continuous improvement of programs and processes. The Complex Issue Resolution Specialist will be a key part of developing our portfolio of Paid Services solutions alongside cross functional teams and colleagues in the US, EU, and China.
The ideal candidate will be comfortable influencing senior external stakeholders, strong analytical skills, communication skills to drive issue resolution with multiple teams and be comfortable operating in an ambiguous environment.
Key job responsibilities
- Own the resolution of high priority issues: The Complex Issue Resolution Specialist takes over and owns the hot issues that our Sellers encounter. Working with the Merchant Consultant, he/she communicates with Sellers to obtain accurate information about the issues, share progress and resolution plans, and set appropriate expectations for the Sellers. The Complex Issue Resolution Specialist must be able to not only act quickly, but at the same time accurately understand the issue and determine the correct path to resolution.
- Working closely with Partner teams: Complex Issues are multi-faceted and require strong partnerships with a variety of internal teams to resolve. Involving all teams, the Complex Issue Resolution Specialist will drive a series of actions to dive deep into the issues, identify root causes, and determine a solution. The role requires strong communication skills to move multiple teams forward, including global teams. Reporting to leadership as appropriate to promote awareness of issues and to obtain support as needed.
- Process Optimization: The Complex Issue Resolution Specialist will identify process improvement opportunities in the issues and work with the multiple teams to improve and streamline the processes as long term solutions to our Sellers. He/She also learn from the best practices of our overseas teams and optimize and deploy them in Japan.
- Identifying and projecting potential issues: Continuously collect seller feedback, research issues, prioritize issues to be resolved based on the data, involve relevant teams, and project them for resolution along with briefings to leadership.
Basic Qualifications
- BA/BS degree or equivalent experience
- Strong analytical skills
- Proven ability to successfully influence at all levels within an organization, particularly at the executive level.
- Demonstrated success in building mechanisms and processes.
- A passion for developing an engaging customer user experience with demonstrated ability to translate customer needs into business and process
- Excellent communication and presentation skills
- Ability to thrive in an ambiguous environment
- Business Japanese/English skills in speaking, writing and reading required to attend meetings, lead discussions, and write documents)
- 3＋ years of experience working in project management
- Experience working on broad, complex problem areas, proven ability to be able operate at both the strategic level and in the details
Preferred Qualifications
- Technical Skills: SQL skills with the ability to access internal databases, extract data from large data sets, and gain insights through analysis.
- Work Experience: Experience leading global projects to solve problems with technical support, customer success, and product teams.