Selling Partner Support (SP Support) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

Within SP Support, Global Process Management (GPM) strives 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. GPM 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.

Global Process Owners (GPO) have cross functional responsibilities and will be passionate about the selling partner experience, innovation, and cross-team partnerships to deliver business impact.
The position will focus to support the China Amazon Global Selling (AGS) initiative, through gaining insights into the selling experience of China-based sellers, engaging within GPM and business stakeholders to improve defect elimination and contact resolution processes. The goal is to enhance the daily experience of China-based sellers and address key trust busters.

Key job responsibilities
• Build and analyze key metrics to identify change related trends, insights and uncover root causes of issues.
• Lead ad-hoc deep dive research into the policy, product, system change related AGS selling journey, identifying opportunities to eliminate contact drivers.
• Deliver AGS change readiness and prevent spikes at regional level by incorporating AGS perspectives and insights.
• Collaborate closely with support operations, business partners, and analytical engineers to develop proposals for changes, policy updates, and system improvements that reduces recurring defects.
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Speak, write, and read fluently in English and Mandarin- Experience using data and metrics to drive improvements
- Experience building processes, project management, and schedules
- Experience of Six Sigma/ Lean analytical techniques
- Experience in analyzing data to drive decisions