Amazon Selling Partner Support’s Command Center is Amazon’s central defense against large-scale, Selling Partner-impacting incidents as well as driving operational excellence across the Selling Partner Operations organization.
- Work alongside Program Managers to develop solutions that are applicable at a global level in the form of automated reports, dashboards or tools.
- Answer operational questions based on the data and models for the weekly/monthly/quarterly business reviews.
- Analyze and solve business problems with focus on understanding root causes and driving forward-looking opportunities.
- Establish relationship between output metric and its drivers in order to identify critical drivers and control the critical drivers so as to achieve the desired value of output metric.
- Simplify and reduce the manual work by automating analysis through SQL, Scripts (Python or R) and providing outputs to internal customers in friendly formats (e.g. Tableau)
- Define parameters and success criteria for live tests to confirm/deny hypothesis in models.
- Design, implement, and support platforms that provide ad-hoc access to large datasets.
- Work with other support teams to scale projects, improve methodologies and use resources efficiently.
About the team
We strive to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. PSAS focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we make daily adjustments throughout our global network to meet the needs of our Selling Partners, employees, and the business. We invest in technology to eliminate the root cause defects that cause Selling Partners to seek help, build self-service tools to resolve their issues on their own without waiting for help from Amazon, and provide Associates with the tools that automate clerical steps and provide consistent, efficient, quality resolution. Our team includes product managers, program managers, SDEs, scientists, and a range of operational and other specialty roles, and we operate at scale with over 17K Amazonians in our team, spanning 56 global locations, and handling over 50M contacts a year.
