Process Improvement Specialist, Seller Insights, EU FBA Support Operations

Own root cause analysis (RCA) for escalation themes: investigate patterns across ticket data, map failure points in operational processes, and produce structured RCA write-ups with clear findings, root causes, and recommended fixes. Build and maintain the escalation reduction roadmap: prioritize systemic issues by seller impact and volume, track progress against reduction targets, and report status weekly. Coordinate with cross-functional teams (product, policy, operations, WW Support Ops) to drive implementation of fixes — ensuring issues have owners, deadlines, and closure criteria Design SLA frameworks and operational standards for escalation resolution, working with the operations team to define quality and timeliness benchmarks. Partner with the Voice of Seller specialist to connect escalation RCA findings with broader seller experience trends — turning reactive investigations into proactive prevention Produce dashboards and reporting that make escalation health, reduction progress, and process performance visible to the team and leadership Conduct regular Gemba walks and frontline observation sessions with escalation investigators to gather process insights directly — ensuring RCA findings are grounded in operational reality, not just data patterns BASIC QUALIFICATIONS - Bachelor's degree or equivalent qualification in Math, Engineering, Science or Business - Experience defining program requirements and using data and metrics to determine improvements PREFERRED QUALIFICATIONS - Experience working with Excel and large-scale data mining and reporting tools such as Python, SQL or Tableau

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.