CERT (Customer Escalation Resolution Team) is a specialized unit within the PBO (Payments Business Operations) organization. We serve as the primary resolution center for customers facing payment-related issues. Operating across Latin America, we collaborate with Customer Service and Seller organizations in international stores. Our goal is to enhance the customer experience by improving processes, content, and training. Through these strategic initiatives, we strive to resolve complex payment problems and streamline operations A Business Analyst in CERT tackles complex challenges at the intersection of customer experience, technical solutions, and operational excellence. You'll be instrumental in transforming individual customer pain points into systematic improvements that benefit our entire customer base.
Key job responsibilities
You will drive impact through:
• Identifying patterns in customer escalations that reveal systemic issues affecting our broader customer base
• Building compelling business cases that influence tech and product teams to prioritize solutions in a resource-constrained environment
• Partnering with external stakeholders to implement fixes or develop interim solutions
• Creating innovative processes and content that empower our support teams to better serve customers
• Delivering high-quality solutions within tight SLAs while maintaining attention to detail
A day in the life
In this dynamic role, you'll find yourself:
• Solving complex operational challenges where the path forward isn't always clear, requiring you to dive deep and uncover root causes
• Collaborating with stakeholders to define and improve operational support models
• Leading conversations about automation and scaling solutions, including exploring AI applications and self-service opportunities
• Streamlining processes to reduce resolution time and operational overhead
• Translating data into actionable insights that drive meaningful changes across departments
• Managing program timelines and deliverables while maintaining strong team relationships
• Crafting clear, impactful communications to keep stakeholders informed and aligned.
The ideal candidate thrives in an environment where they can:
• Navigate ambiguity and turn complex problems into clear action plans
• Build relationships across organizational boundaries • Balance tactical execution with think big ideas
• Drive change through influence rather than direct authority
* Maintain a customer-first mindset while considering operational constraints
About the team
This role offers a unique opportunity to make a significant impact on customer experience while working at the forefront of payment operations in a dynamic, international environment. You'll be part of a team that values innovation, customer advocacy, and continuous improvement.
Join us in transforming how we serve our customers and shape the future of payment operations across Latin America - 2+ years of program manager or project management experience;
- Advanced Excel
- Advanced English- Lean Six Sigma Skills
- AI and Machine Learning: Basic understanding of AI applications in customer service and data analysis
- Data Analysis: Strong ability to analyze complex data sets, particularly in payment industry with SQL knowledge
- Problem-Solving: Ability to identify issues and develop effective solutions.
- Adaptability: Ability to work in a fast-paced, changing environment.
- Collaboration: Skill in working effectively with diverse teams and departments.
- Attention to Details: Crucial for analyzing data and implementing precise solutions.
- Time Management: Ability to work with multiple projects and deadlines.
- Emotional Intelligence: To navigate complex stakeholder relationships effectively.
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.
