Subject Matter Expert, WW FBA - Support - VAR

Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!
Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon’s cost structure. Vision of RBS is to accelerate Amazon’s flywheel by 1) improving the customer experience by fixing detail page catalog defects at scale, 2) improving selling partner listing quality to drive GMS and reducing fulfillment defects to drive profitability and 3) improving store operations efficiency by driving down cost of operations. We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners.
Within RBS, the Andon Defect Elimination team strives to reduce the problems identified with the products and process flow. The team’s primary role is to identify root cause, eliminate the defect and implement solutions to fix the issue permanently, thereby improving customer experience. The tasks handled by this group have a direct impact on customer buying decisions and online user experience.

About the Role As a Subject Matter Expert, you will be responsible for owning the key metrics focused towards defect elimination and deliver business value. The role requires you to work closely with senior leadership and other internal/external stakeholders, helping them make data-driven decisions, size up problems through various analysis, convert problem statements into process improvement activities & achieve closure. The individual will interact with the business, automation & technology teams to help drive operation, deploy tools & technics and system improvements.
The successful candidate should have the ability to work at all levels with an eye for detail to achieve quality & process goals, actively seeks to understand Amazon’s core values and translates those into everyday practices.








Key job responsibilities

• Success will be measured by the performance on input metrics and impact of sellers on creating a great customer experience.
• Partnering with internal teams to manage seller relationship by championing the seller’s needs at Amazon.
• Build communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan for the sellers.
• Build and execute on a strategic account plan that delivers on key business opportunities and relevant KPIs for the sellers and Amazon.
• Work with internal Amazon teams & the seller to improve operational aspects of their business to providing a great consumer experience.
• Conduct deep analysis on the issues for the sellers and develop recommendations and action plans based on data to improve seller experience.
• Provide thought leadership around planning, roadmaps and execution.
• Establish long term partnerships with the group of sellers handled.
• Support the launches of new programs and features.
• Conduct regular WBR, MBRs with the sellers, highlight business metric performance and building action plans.
• Metric influencing - ability to understand a metric and create realistic forecasts. Take calculated risks, and quick to react with new action plans.

A day in the life

• Partnering with the Seller Category Team and managing the Seller relationship by championing the Seller’s needs at Amazon
• Build communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan for the sellers
• Work with internal Amazon teams/Sellers to improve operational aspects of their business in providing a great consumer experience
• Conduct deep dive analysis on CRET insight the handled issues with the Sellers and publish recommendations and action plans based on data to improve seller experience
• Establish long term partnerships with key seller partners for the group of sellers handled
  

About the team
The C-RET (Customer Returns and Experience Transformation) team is a dynamic group focused on improving the end-to-end seller and customer experience on Amazon. We work closely with FBA, Seller Services, and various cross-functional teams to drive operational excellence and long-term growth for our strategic sellers. Our mission is to deliver innovative, data-driven solutions that enhance performance, streamline processes, and elevate the customer journey.