The Audits and Insights team (AIT) – SPT Audit program measures accuracy of account enforcements, listing enforcements, all appeals and reinstatement decisions through audits on a statistically significant sample across Perfect Order Experience, Selling Partner Risk & Abuse, Financial Disincentives, Automated Brand Protection, Andon, Product Review Abuse, Restricted Products, Safety, Know Your Customer & Product Safety & Compliance (PSC) to name a few. We perform audits and measure the coverage and accuracy via director level goals and generate actionable insights from our audits to improve enforcement accuracy, appeal handling accuracy, First Contact Resolution (FCR) rate and eliminate unnecessary Seller friction by identifying ways to reduce Seller enforcements and appeals. We are committed to maintaining and advancing the trust of our Sellers by raising the bar through our Audits.
You will be responsible for driving process improvement, waste elimination and program/product/regional engagement. You will drive a culture of self-inspection and continuous improvement where acting on fact and eliminating defects and waste is the norm. You will apply a mix of quantitative and leadership skills to identify areas of improvement and prioritize resources. You will lead, build rapport, and mentor process improvement teams consisting of members of all levels and functions, without formal reporting relationships.
Key job responsibilities
- Lead and drive process improvements (short-term wins) as well as process design / redesign (long-term wins) efforts.
- Own end to end process transformation in Operations. Continuously identify new opportunities which can be scaled across AIT functions
- Own improvement of cost efficiency initiatives by collaborating with operations, program, product and policy.
- Collaborate with the Tools team to implement process improvements
- Design and develop new Ops metrics that reflect Ops efficiency and effectiveness.
- Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
- Drive process standardization across the operations network for AIT.
- Develop mechanisms to surface known best practices across the AIT
- Collaborate with and influence the engineering, product management, operations and executive teams on individual projects, features and launches to track progress, milestones, issues and risks.
Internal job description
- Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience defining and executing program requirements
- Experience in complex problem solving, and working in a tight schedule environment
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience with the Workforce Management tools is must along with good understanding of CRM systems
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 2+ years of data visualization and reports tools experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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