Amazon Issue Resolution Specialist - Drive Seller Experience Excellence

Amazon is aggressively expanding its Amazon Paid Service strategy worldwide, and we are searching for an Issue Resolution Specialist to identify customer pain points by handling escalations and enhance the experience of China Sellers by contributing to internal process, program, and product improvement initiatives.

In this role, you will directly interact with Selling Partners and Account Managers to gather escalations, conduct in-depth analyses of escalations, and connect Selling Partner escalations to scalable long-term solutions. You'll collaborate with a diverse group of global internal stakeholders (e.g., sales, marketing, seller support, etc.) to implement these solutions.

The ideal candidate is process-driven, a problem solver, and possesses strong functional and communication skills. Above all, they should demonstrate a high level of ownership, as they will contribute to the Selling Partner experience on the Amazon platform.

Key Job Responsibilities:

1. Selling Partner Service Delivery:

• Own the in-depth analysis and resolution of escalated Selling Partner tasks in the escalations queue.
• Liaise with other internal departments as needed to resolve Selling Partner issues and questions.
• Proactively identify process gaps impacting Selling Partners and solve them at scale using technology and processes.
• Track, analyze, and report seller escalation trends; identify areas for potential process, program, and product improvement.

2. Process Excellence & Continuous Improvement:

• Commitment to driving excellence in the Selling Partner issue resolution experience.
• Contribute to improvements in standardized processes related to escalation process management.
• Participate in Kaizen activities and product/program improvement initiatives based on identified opportunities.

3. Coaching and Knowledge Building:

• Aggregate information and best practices of issue resolution and archive it as the organization's knowledge bank.
• Develop and update training materials on issue resolution for partner teams.
• Keep the Paid Service organization informed of all policy and product changes within the assigned domain.

Basic Qualifications:

• 3+ years of experience preferably in sales operations or project/program management in E-commerce
• Proven success in customer management (both internal and external customers)
• Exceptional customer obsession with a passion for working backwards from the needs of the field
• Strong attention to detail and excellent problem-solving skills
• Excellent verbal/written communication and presentation skills in both English and Chinese, proven ability to influence others
• Ability to prioritize and manage multiple responsibilities

Preferred Qualifications:

• Ability to work with legal, product, and internal business owners to reach mutually beneficial agreements
• Strong analytical skills, including Microsoft Excel
• Ability to thrive in an ambiguous environment
• Creative, has initiative, and can constructively advocate on behalf of the customer