At Amazon Brazil we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflect the plurality of the businesses we play and the customers we serve. In Brazil, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as we understand that this agenda must have different perspectives and multiple experiences. Our leadership is committed and understands more and more their role in sharing and acting on our leadership principles, with the purpose of 'Strive to Be Earth's Best Employer'. Understanding our responsibility and our need for chanAt Amazon Brazil we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflect the plurality of the businesses we play and the customers we serve.In Brazil, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as we understand that this agenda must have different perspectives and multiple experiences. Our leadership is committed and understands more and more their role in sharing and acting on our leadership principles, with the purpose of 'Strive to Be Earth's Best Employer'. Understanding our responsibility and our need for change, we are conscientious that 'Success and Scale Bring Broad Responsibility'.Our affinity groups are built from and by volunteers from different businesses and they are an active part of our DE&I strategies definition. Besides that, they act as ambassadors of this agenda, and they will support you from Day1. Remember, at Amazon 'It's always Day1'. Our groups are organized in the following fronts: BEN - Black Employee Network, Women@Amazon, Glamazon (LGBTQIA+) and People With Disabilities, to be launched in 2022. ge, we are conscientious that 'Success and Scale Bring Broad Responsibility'. Our affinity groups are built from and by volunteers from different businesses and they are an active part of our DE&I strategies definition. Besides that, they act as ambassadors of this agenda, and they will support you from Day1. Remember, at Amazon 'It's always Day1'. Our groups are organized in the following fronts: BEN - Black Employee Network, Women@Amazon, Glamazon (LGBTQIA+) and People With Disabilities, to be launched in 2022. Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience, Amazon continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. Amazon's vision is to offer the earth's largest selection and lowest prices to our customers.The Program Support Associate will be part of Marketplace operations and expansion in Brazil. The job requires someone who has a larger picture of customer and seller experience in mind and a high willingness to take ownership. You will be responsible for ensuring a world class Seller experience in one of Amazon's fastest growing business and highest impact initiatives. You will work with internal areas such as Operations, Transportation, Sales and Seller Support, and a variety of internal and external partners to ensure the smooth growth of the business.The right candidate will need a strong knowledge of Fulfillment by Amazon processes, with a strong bias for action to proactively pursue program objectives and analytical mindset for finding root cause and proposing solutions. You must be able to thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities. Main responsibilities are: (1) Use strong FBA processes and business knowledge to properly resolve Sellers escalations tickets, (2) Dive Deep to understand root causes and surface pain points/opportunities to stakeholders, (3) identify opportunities to create mechanisms and programmatic solutions that improve Seller Experience and Internal process, (4) look for automations that could reduce manual work.Key job responsibilities- Deliver results through extensive cross functional integration with multiple Amazon internal teams- Coordinate with internal teams to address program's requirements and sellers/customers' experience improvements- Create, update and track processes to support the program's growth- Track the seller and business performance on a day to day basis- Deep dive on issues and come up with solutions and processes to fix them- Partner with key stakeholders like Operations, Transportation, Sales, Seller Support, and Legal to solve issues and ramp up program- Strong commitment towards goals and outcomes to ensure Customer Experience metrics are maintained- Be organized, apt and prompt in notifying the situation and updating the sameWe are open to hiring candidates to work out of one of the following locations:Sao Paulo, SP, BRABASIC QUALIFICATIONSAdvanced English and Fluent PortuguesePrevious experience in following processes, analysis, metrics and problem solvingKnowledge of Excel and the use of pivot tables and the development of charts and graphics Passion for customers (both sellers and buyers)Strong oral and written communication skills to create relationshipsAbility to think clearly and analyze quantitatively using multiple systems required and ExcelAbility to effectively work with a variety of organizations, management levels, cultures, and personalitiesAbility to work under time pressure and meet performance goalsDemonstrated skill and passion for problem solving and operational excellenceSelf-motivated with critical attention to detail, deadlines and reportingPREFERRED QUALIFICATIONSExperience with performance metrics and process improvement (how, when, who)Knack to deal with sellers as stakeholders/customers with outstanding organizational and follow-up skills
