We are a small/start-up team aligned closely with SFS (Seller Fulfillment Services) with a charter of increasing selection across US marketplace. We are focused on innovative ways to extend current fulfillment capabilities for sellers.

As a specialist on the US MFN 3P business team, you will be responsible for ensuring a world class Seller experience in one of Amazon’s fastest growing and highest impact initiatives. As the program grows, you will ensure that US sellers receive best-in-class support that allows them to grow their businesses without friction.

By focusing on auditing/ reviewing, designing and implementing operational improvements for Sellers, you will ensure that US MFN 3P Business is delivering the flawless experience that Amazon customers have come to expect. And knowing that the best Buyer experience starts with excellent Seller performance, you will work closely with Customer Service and Seller Support to gather feedback on Buyer and seller pain-points that can be resolved through Seller experience improvements.

In addition to driving all key Seller operational initiatives end to end, you will work closely with many teams, including the MFN shipping programs (Premium Shipping, Guaranteed Delivery, and Same Day Delivery) and seller tools (Amazon Buy Shipping and Ship by Region) business teams that shape a Seller’s experience.


Key job responsibilities
Results & Accountability:
• Strong commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained
• Interprets metrics, diagnoses underlying issues, and recommends solutions to fix root cause
• Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses

Continuous Improvement:
• Build and document the SOPs specific to the investigation and quality assurance processes, and work to deploy globally
• Develop and/or influences new ideas/approaches
• Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments
• Develop tools/mechanisms to enhance and expedite decision making

Communication:
• Prepare daily/weekly reports to update senior management
• Provide updates during weekly meetings to review metrics, misses and actions taken
• Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions


A day in the life
• Audit selected cases to review seller contact reasons and their experience
• Communicate findings to the wider audience such as program/ business teams
• Work/ implement operational improvement coming from audits conducted
• Support queue management wherever required
• Identify abuse vectors for the programs and define policies to mitigate the risks associated with them.
• Implement scalable mechanisms to quickly detect abuse occurrences within the program.