Selling Partner Support (SPS) is the organization within Amazon Merchant business unit that provides world-class support to millions of Amazon Selling Partners (SPs) in 20 different platforms. SPs are our customers and we help eliminate problems associated with selling their products on Amazon. SPS acts as the primary interface between Amazon and SPs, will be responsible for providing world class timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, develop internal procedures and features to improve external and internal customer experience consistently.

CN PSS (Premium Selling partner Support) is under Selling Partner Experience (SPX) function of Selling Partner Support (SPS) organization, launched in May 2017, serves Premium SPs, provides comprehensive, all-around issue resolution on complex contacts, also as pioneer on value-added proactive support with account-level approach, also contribute to SPS mission of “strive to make Amazon the best place for Selling Partners”.

This role will be responsible for partnering with Amazon Global Selling (AGS) Paid Service Program and PSS (Premium Selling Support) operation team to engage in business planning, process optimization, service improvement, and the overall Premium SPs experience management. He/she will play as a liaison between AGS business team and multiple stakeholders within Seller Support (including Operations, Change Management, Training, etc.) to create new value-added proactive service initiatives in PSS and ensure operation process adherence; He/she is also expected to identify seller pain points through PSS service cycle and collaborate with multiple internal stakeholders to drive systematic solutions, and finally delighting our served SPs with effective cost structure.

Key job responsibilities
• Effectively intake business requirements and translate business needs into actionable process or mechanism that drives new value-added proactive service initiatives in PSS;
• Work with business, PSS operation and finance teams for business planning, formulate PSS OP budget plan based on program pipeline, and drive cost to serve improvement in PSS;
• Build deep understanding in PSS operations, review performance with business and operation teams, identify opportunities for efficiency improvement and develop new tool, system, process etc. accordingly;
• Evaluate potential change-related risk on paid sellers, and make recommendations or prepare contingency plan to smooth sellers’ experience;
• Identify seller pain-points, and drive initiatives to engage owning teams in the set-up of green channels;
• Ensure up to date and accurate statistics and analysis, provide key metrics as required;
• Assist operation manager in team engagement and performance management;
• Maintains a positive and professional demeanor always portraying the site and company in a positive light and effectively managing sensitive issues;
•Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures;
• Lead program/project review and proactive feedback sessions with key stakeholders;

We are open to hiring candidates to work out of one of the following locations:

Beijing, 11, CHN | Chengdu, 51, CHN