About this role
Description
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Amazon seeks a results-oriented, analytical Process Improvement Specialist to join the EU FBA Support Operations team. This role sits within our Seller Experience & Insights pillar, focused on reducing escalation volume through rigorous root cause analysis, process improvement design, and cross-functional coordination. You will own the analytical backbone of our escalation reduction program — investigating why escalations occur, designing the fixes, and measuring their impact. This is a hands-on, high-depth role. You will deep-dive into escalation data, map operational processes, identify systemic failure points, write structured root cause analyses, and drive process improvements through to implementation and measured impact. You will work closely with operations teams, product managers, and policy owners to ensure fixes are implemented — not just recommended.
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Key job responsibilities
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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.
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Build and maintain the escalation reduction roadmap: prioritize systemic issues by seller impact and volume, track progress against reduction targets, and report status weekly.
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Coordinate with cross-functional teams (product, policy, operations, WW Support Ops) to drive implementation of fixes — ensuring issues have owners, deadlines, and closure criteria
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Design SLA frameworks and operational standards for escalation resolution, working with the operations team to define quality and timeliness benchmarks.
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Partner with the Voice of Seller specialist to connect escalation RCA findings with broader seller experience trends — turning reactive investigations into proactive prevention
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Produce dashboards and reporting that make escalation health, reduction progress, and process performance visible to the team and leadership
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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
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A day in the life
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You start by reviewing escalation data for patterns and emerging failure modes. You identify a cluster, map the root cause, then validate it through a Gemba session with the operations team. You draft a structured RCA with a recommended fix and align with the pro