Investigations Advisor - Product Quality Job in Amazon

DESCRIPTION

Works across team(s) and Ops organization WW to enable investigators to take right action for customer and drive business metrics.

Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship

Structures and develops implementation plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.

Basic Operations: The candidate needs to be able to drive results as in a production environment. Will be accountable for responding and solving investigator queries within a defined SLA as per target.
Will be answerable to managers and leaders across sites and must lead her/his investigator team towards meeting the operational metrics of quality, productivity.

People management: The Advisor would be responsible for investigator query resolution and establish communication in developing investigators for basic production work.

Process Improvements: As an Advisor, the candidate would need to identify operational inefficiencies that can be removed and existing procedures/SOPs that need to be enhanced.

BASIC QUALIFICATIONS

Should be an L4 /L3 Investigator with a strong process knowledge in AP/OP.
Should have a minimum of 18 months tenure (beyond Training and Ramp duration) as an Investigator in PQ.
Should have the ability after a class room training to ramp up and self-learn new processes and queues with minimal support.
Candidates should have strong examples in terms of learn and be curious.
Process expertise in all PQ functions and Orgs. Indicated on the resume
Should have had the exposure of advising peer Investigators
Strong verbal and written communication skills
Coaching and leadership skills that bring out the best of the team
Should have ability to deal with ambiguity in a constantly changing/ fast paced environment
Ability to manage virtual teams and appreciation towards cross cultural nuisances
Should not have been part of any PIP/Dev plan in last one year

PREFERRED QUALIFICATIONS

Candidates who are active members of the PQ SOP councils
Candidates who have had the exposure of advising peer Investigators
Candidates who have prior experience identifying progress gaps and working with the relevant stakes holder to address the gap
Working Knowledge of Excel sufficient to generate reports and to analyze queries that come into RADAR
Consistent top performance and display of strong leadership principles in previous review cycles
Exposure to a matrix environment