Ops Support Expert, NASC, North America Supply Chain (NASC)

Amazon is a global leader in e-commerce and cloud computing, headquartered in Seattle, Washington. Since its inception in 1995, Amazon has strived to be the world's most customer-centric company, catering to a global customer base, which includes not only consumers but also our sellers and vendors (selling partners). Our platform empowers
world-class retail brands and individual sellers to increase sales and reach new customers.

The Process Associate (Level 3) executes defined workflows in an SOP-driven environment, ensuring tasks are completed accurately, consistently, and within SLA timelines. The role requires strict adherence to standard operating procedures, with a focus on quality, productivity, and compliance.

The role operates in a fast-paced environment and requires a self-starter with strong attention to detail and analytical rigor. The candidate should be able to work effectively across teams, partners, and leadership, using data to drive clear and structured communication. The role also requires the ability to independently identify and resolve issues with minimal guidance.

Key job responsibilities
• Execute tasks in line with defined SOPs, ensuring accuracy and turn around time adherence
• Perform input validations and follow checklists to ensure completeness of outputs
• Identify and flag defects, exceptions, and SOP gaps to relevant stakeholders
• Maintain process compliance and documentation standards
• Support volume spikes and task transitions based on business needs
• Navigate internal tools and use MS Office (especially Excel) to track, analyze, and manage data workflows
• Make sound decisions when handling ambiguous or incomplete information
• Adapt to changing priorities, volume spikes, and task transitions without impacting metrics
• Participate in training and cross-skilling across multiple tasks
• Identify operational challenges and recommend improvements, including automation and process enhancements
• Work in rotational shifts within a 24/7 environment with weekly offs on any two days

- Bachelor's degree
- Communication Skills: Strong verbal and written English communication skills
- 1+ years of relevant work experience.
- Strong attention to detail and ability to follow structured instructions
- Analytical and problem-solving skills
- Ability to manage repetitive tasks across different workflows with high accuracy

- Knowledge of and proficiency in Excel and SQL
- Experience in operations or SOP-driven environments
- Familiarity with quality metrics and audit processes
- Ability to handle multiple tasks with quick turnaround times
- Key Metrics: Productivity (TPH/Output per hour), Quality/Error Rate, SLA/TAT adherence, SOP compliance

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