The Product Lifecycle Support (PLS) team's mission is to provide meaningful post-purchase product support to customers, enabling them to maximize the value of their Amazon purchases. By addressing post-purchase issues, we help prevent unnecessary returns, promote sustainability by extending product life, and create both financial and environmental benefits.
PLS is currently seeking a skilled and experienced individual to join our team as a Catalog Specialist II. This role presents a valuable opportunity to play a key part in driving operational excellence within the Amazon Marketplace while contributing to ongoing improvements in our processes and services.
As a Catalog Specialist, you will be responsible for executing complex Standard Operating Procedures (SOPs), meeting Service Level Agreements (SLAs), and offering constructive feedback for process improvements. Success in this role requires expertise in following detailed SOPs and consistently meeting SLAs. Candidates with advanced Excel skills will be particularly well-suited for the position.
We are looking for a dynamic individual who can actively drive productivity improvements and deliver high-quality, error-free work. The ideal candidate should have a customer-focused mindset and a passion for delivering outstanding service. They should excel in identifying product issues and developing user-friendly solutions that enhance the customer experience.
Key job responsibilities
- Execute detailed Standard Operating Procedures (SOPs) with accuracy, consistently meeting Service Level Agreements (SLAs) to ensure timely delivery.
- Offer valuable feedback to support process improvement initiatives and boost operational efficiency.
- Leverage advanced Excel skills to optimize processes and improve data management.
- Contribute to continuous productivity enhancements, maintaining a strong focus on quality and error-free results.
- Apply a customer-centric approach by thoroughly understanding product issues and developing intuitive solutions to address customer needs.
- Manage intake for requests from sellers, vendors, and brands.
- Provide mentorship and coaching to team members, fostering growth and development.
- 1+ years of program or project management experience
- Experience using data to influence business decisions
- 1+ years of experience in content quality analysis, data analytics, or program management.
- Strong customer obsession and ability to think from the customer’s perspective.
- Experience analyzing return reasons, customer reviews, and content performance data.
- Proficiency in Excel (including statistical formulas) and SQL for self-service data extraction and analysis.
- Ability to create ad-hoc automations to process large datasets efficiently.
- Strong problem-solving skills with a data-driven approach to decision-making.
- Experience working with post-purchase content, customer feedback analysis, or e-commerce customer experience.
- Prior exposure to process automation and data visualization tools.
- Strong written and verbal communication skills to translate insights into scalable process improvements.
- Background in operations, content strategy, or analytics.
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