Program Support Associate Amazon
Seattle, WA

Job Description

We are a small/start-up team within AGFS (Amazon Global Fulfillment Services) with a charter of increasing selection across various Amazon marketplaces. We are focused on innovative ways to extend current fulfillment capabilities for sellers.

As a Program Support Associate on the Seller Fulfilled Prime 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 expands to new marketplaces, you will be ensure that Sellers worldwide receive the same high level of support that allows them to grow their businesses without friction through Seller Fulfilled Prime.

By focusing on reviewing, designing and implementing operational improvements for Sellers, you will ensure that Seller Fulfilled Prime is delivering the flawless experience Amazon customers have come to expect from the Prime program. And knowing that the best Buyer experience starts with excellent Seller performance, you will work closely with Customer Service to gather feedback on Buyer painpoints that can be resolved through Seller experience improvements.

In addition to driving all key Seller operational initiatives from 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 in Seller Fulfilled Prime.

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 SOP 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