EU FBA Ops Specialist, EU FBA

Our vision is to be earth's most customer-centric company and earth's best employer. If you want to be part of an exciting business that aims to build a marketplace where customers can find and discover anything they might want to buy online, with a passion for delivering a great customer and seller experience, then this role is for you!

We are looking for high caliber and tested Specialist to support EU FBA business operations, to deliver initiatives and projects with strategic significance. Our ideal candidate is a problem solver, has investigative and critical thinking mindset, attentive to details, result-oriented, and capable of succeeding in a fast-paced environment, within minimal supervision.

This role requires excellent judgement to plan in order to accomplish goals and identify root causes that adversely impact seller experience, with the aim of driving timely resolutions with key partner teams. Ensure compliance with procedures and SLAs while achieving quality and performance metrics. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the team.

Key job responsibilities
* Investigating escalated tickets and track resolution within defined SLAs.
* Conducting deep dives into Seller Metrics to identify intent/root-causes.
* Identifying top reason codes/labels driving seller patterns and work with product, program, partner teams to address gaps/eliminate defects
* Presenting insights to key stakeholders to implement improvement initiatives such as training, internal SOPs, updates to Escalation content. With the primary objective of resolving escalations, eliminating seller contacts and driving Root Cause Elimination initiatives.
* Work with product/program/partner teams to resolve escalated contact resolution of a supervisory or sensitive nature.

- Speak, write, and read fluently in English
- 1+ years of Microsoft Office products and applications experience, or Bachelor's degree within last 12 months in Information Technology, Computer Science, Engineering or related fields
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience in root cause analysis and troubleshooting or problem solving

- Experience with data analysis and basic Excel skills
- Experience writing technical documents, project plans and progress reports to leadership and to stakeholders

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