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The successful Subject Matter Expert is a problem-solver, mentor and communicator with expertise in process optimizations and systems thinking. You will engage directly with multiple internal teams to drive business projects for the RBS team. You will utilize a wide range of skills and work on operational quality to independently drive the performance improvement projects. In this role you will be focused on improving the experience and satisfaction of Amazon customers (vendors/vendor managers/end customer), root cause analysis of issues and opportunities affecting the business.
Key job responsibilities
1. Develop strategies for continuous improvement in process and customer quality.
2. Initiate removal audit pipeline in AU marketplace and own end-to-end metric reporting to leadership and partner teams.
3. Drive process excellence initiatives, drive Kaizen events and work on new automation / solution building projects
4. Able to drill into large amounts of data and extract meaningful business metrics.
5. Perform data analysis on trends observed and recommend solutions to the product and Business teams
6. Collaborate with partner teams and stakeholders across the globe to deliver on key business goals and objectives by driving consensus and building trust
7. Demonstrates the ability to dive deep into a problem, perform root cause and corrective actions to avoid defect reoccurrence.
8. Establishes key reports for functional area
9. Able to write, well-structured and detail-oriented documents in a clear, concise and audience-specific format
About the team
The RBS team is an integral part of Amazon online product lifecycle and buying operations. The team is designed to ensure Amazon remains competitive in the online retail space with the best price, wide selection and good product information. The team’s primary role is to create and enhance retail selection on the worldwide Amazon online catalog. The tasks handled by this group have a direct impact on customer buying decisions and online user experience.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience- Bachelor's degree
- Experience using data to influence business decisions
- Experience working on root cause analysis, corrective and preventive actions for solving customer problems and prevention of defects.
PREFERRED QUALIFICATIONS
- Knowledge of analytics & statistical tools such as SAS, PowerBI, SQL & ETL DW concepts- Experience working in e-commerce / retail / supply chain / financial services business
- Experience back office operations, escalation management and troubleshooting environments
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