Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online by giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Support Operations team acts as the primary interface between Amazon and our 3rd Party business partners, so to our Selling Partners.
We are looking for an Executive Selling Partner Relations Account Manager who will be responsible for handling escalated matters that originate with the Seller/Vendor/Brand or Selling Partner. These escalations arrive through various inputs, like emails sent to JeffB/AndyJ, Amazon Executives, or escalations presented by leaders throughout the organization. Many contacts have no clear solution and require work cross-functionally throughout the organization with the appropriate teams to find a solution for the current escalation, objectively handle highly sensitive situations with integrity and discretion, as well as looking for long-term mechanisms to prevent future occurrences. Solving these escalated matters should lead to the opportunity to repair systemic issues and create an ongoing environment of process improvement.
Key job responsibilities
• Solve Selling Partner issues that have been sent to Amazon Executives and JeffB/AndyJ, deal with escalations from other channels (e.g. social media) to resolve Selling Partner’s issue.
• Work cross-functionally with other teams to identify root causes and drive process improvements to improve Selling Partner experience.
• Maintain service levels for escalations, timely and accurate reporting on escalation status.
• Drive metrics goals achievement by closely tracking and resolving each escalation.
• Deep dive repeated issues for individual selling partners, surface Selling Partner Anecdotes to capture success stories and provide innovative ideas to drive improvement for all Selling Partners.
• Lead small to medium sized projects from initiation to resolution, focus on internal business operations improvements, Selling Partner facing products/processes, and updates that impact Selling Partner Support.
• Assist internal business stakeholders with information and data requests related to policies, processes, and actions taken on selling accounts.
• At least 6 months of Amazon Selling Partner Support experience or 1+ year relevant experience in handling and resolving customer (for Amazon SPS internal candidates).
• Able to work independently and willing to deep dive with little supervision to drive solutions, self-motivated and flexible in approaching responsibilities and change.
• Proficiency in using written and oral communication skills, able to use English and Chinese in business environments.
• Demonstrate effective conflict resolution and negotiation skills, professional attitude.
• Demonstrate comprehension skills (reading and listening) and ability to understand and represent Selling Partner issues.
• Demonstrate superior time management and multitasking skills, self-discipline.
• Demonstrate sound judgment and discretion.
• Highly experienced in handling complicated executive type escalations, problem ticketing, incident management or very comparable and relevant alternative experience is preferred.
• Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder internally, and any customer externally.
• Proven ability to build relationships and influence others across the organization.
• Project management experience and skills.
• Business acumen and critical thinking.
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