Description Come use your communication skills and problem solving experience to support critical functions in Amazon’s Physical Stores! The Physical Stores Support Team executes SOPs to aid Corporate teams with product selection & onboarding, merchandising, marketing, inventory and pricing functions for Amazon branded brick and mortar stores. Our stores have innovative concepts. You’ll be part of a team working to operate, scale, and invent to support business success and growth. Your work will have a direct impact on the customer experience and stakeholder trust. Expect fun, a learning curve, and opportunities to get new skills, sharpen the current ones and grow. Candidates with lower level than the one requested won't be considered for this position. Key job responsibilities PSST's Process Experts will onboard new tasks and support business pilots closely with our stakeholders, they can also own workflows and execute end-to-end process SOPs to support store operations. Ideal candidates enjoy a mix of high volume task-work and problem solving. Your judgement will help you suggest SOP improvements, trouble-shoot issues, resolve defects, and escalate issues. Opportunities to shine include improving processes, researching for missing information, finding and solving problems, sharing knowledge and best practices with the team, and communicating out to stakeholders. A day in the life • Cross-collaborate with PSST members and stakeholders to share knowledge, learn processes, cross-train SOPs, execute high volume tasks and more. • Analyzes incoming volume, identifies trends, and highlights risks and deviations in managing the queue. • Owns the output quality of the SOPs or workflows managed. • Represents data and communicates effectively to handle escalations; influences decision. • Interacts with multiple stakeholders to communicate on operations and represents data/metrics information and project reviews. • Demonstrates the ability to dive deep into a problem, performs ‘root cause analysis,’ and identifies constraints to recommend a solution. About the team PSST was established on 2019 to support the Physical Stores for Amazon Go. PSST owns execution for all type of tasks/processes: since the ones with highly consistent, repeatable and measurable use cases with escalation paths for exceptions that our Sr. Associates can document, to high-complexity pilots and processes handled by our Process Experts to test/execute and simultaneously develop SOPs if needed. For these pilots, we can also customize the schedule for timelines, requirements, deadlines and deliverables. PSST, together with different functional area Owners, has historically onboarded and supported 9 store formats for Amazon Go. Additionally, our team has been able to onboard +500 SOPs of different complexities that implied the use of 80+ tools on executions, providing the team with high levels of expertise accross functionalities. Basic Qualifications - Experience using data to influence business decisions - Experience in managing high priority queues Preferred Qualifications - Experience back office operations, escalation management and troubleshooting environments 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.