Executive Inquiry Specialist, IN VPI Team

Job Description

Basic qualifications: • Experience conducting escalation deep-dives and writing documents • Experience with Excel, AC3, Customer Service Central, and Heartbeat • Knowledge of CS Policies for IN Marketplace • Experience leading small to medium-sized projects • Experience developing and implementing new strategies and procedures • Detail-oriented, analytical, proactive approach to problem-solving and identification; ability to operate at both granular and macro levels • Knowledge and demonstrated use of ACES or Six Sigma/Lean processes • Flexibility to work a night schedule if required, weekends (at least one weekend day a month), and extra hours • Ability to work virtually. The mission of the Executive Inquiries Team is to resolve the most highly escalated customer contacts received by Amazon, identify procedures that directly or indirectly lead to these contacts, and drive positive action for change and resolution on behalf of Amazon customers, Customer Service, and the overall business. Are you passionate about solving problems that face our customers and drivers? Do you enjoy identifying defects through deep-dive analysis? If you answered yes, this may be the perfect role for you. Amazon Stores Customer Service (ASCS) IN VP Inquiries (VPI) team is hiring for an Executive Inquiry Specialist. This position will give the right candidate the ability to create and manage executive summary requests as well as build program management experience within the ASCS business. Key areas of focus are: creating deep-dive documentation that will be utilized to develop executive summaries, identifying processes to be used globally, and assisting with the projects and initiatives of the VPI team. This opportunity requires excellent troubleshooting, problem-solving, stakeholder management, and writing skills, along with the ability to succeed in a fast-paced environment. At the core of the position is high attention to detail and delivering high-quality results on time and consistently. Key job responsibilities • Contact impacted customers and resolve their issues. • Work with Executive Inquiry Leaders to create high-level summaries for global L8+ leaders, including Andy Jassy. • Drive small to medium-sized operational enhancement projects. • Transform manual efforts into effective mechanisms capable of capturing insights. • Create scalable, tech-driven solutions for current and new opportunities within the ASCS business. • Analyze data using Excel, Heartbeat, and other data management systems. • Work with ASCS business partners to design and implement solutions that enable stakeholders to manage the business and make effective decisions. • Support cross-functional teams in the day-to-day execution of existing program implementation. • Respond to inquiries and direct contacts from corporate executives and escalated customers from the CS floor. • Identify root causes for customer advocacy issues. • Communicate effectively with other departments in researching complaints and act as a customer service resource. • Recognize system and quality concerns that contribute to poor customer experiences and communicate these to CS management and appropriate department liaisons. • Demonstrate passion for driving improvement across CS and Business Owners, including (but not limited to) initiating or improving communication pathways with relevant departments and groups within Customer Service through inter-/intra-department liaison and data analysis. • Collaborate as a specialty resource to the department regarding customer care and contact handling skills. • Recognize trends through customer contacts, track and act upon them, and hold stakeholders accountable. Experience conducting escalation deep dives and writing documents. Experience with Excel, AC3, Customer Service Central, and Heartbeat. Knowledge of CS Policies for IN Marketplace Experience leading small to medium sized projects. Experience developing and implementing new strategies and procedures. Detail-oriented, analytical, proactive approach to problem-solving and identification; ability to operate both a granular or macro level. Knowledge and demonstrated use of ACES or Six Sigma/Lean Processes. Flexibility to work a night schedule if required, weekends (at least one weekend day a month), and extra hours. Ability to work virtually. 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.