Description

　　The Order Performance (OP) team ensures that all listings in Amazon's stores maintain a high bar for fulfillment quality and customer service quality. Our goal is to ensure that customers can shop with confidence across all offers, regardless of the seller or fulfillment channel. We do this by developing signals that allow us to understand the holistic performance and risk associated with every seller and every item offered for sale in Amazon's stores. With our newly expanded charter, we are growing and building a diverse and dynamic team of hard-working, fun-loving innovators who can see the vision and are excited to help make it a reality.

　　The legacy charter of the OP team is to set minimum performance standards for sellers who self-manage their fulfillment and provide customer service directly. In this way, we filter out the "worst of the worst" performing sellers and catalog listings in order to protect the customer from a worst-case experience. Our newly expanded charter calls on the OP team team to be the source of truth for defining what bar-raising performance looks like. We will ensure that all offers on Amazon - regardless of seller or fulfillment channel - meet and exceed Amazon's high bar for fulfillment quality and customer service quality, and that customers are more likely to see the highest performing offers and less likely to see those that are risky or under-performing.

　　This is a new role supporting the development of two new holistic signals which will supplement and ultimately replace our existing seller-facing metrics. Working backwards from the customer, we are re-defining what outstanding fulfillment and customer service means, developing signals that allow us to more accurately understand both the risk and performance of every product offered for sale in our catalog. We will use these signals to influence which offers win sales, to incentivize and coach sellers to improve their performance in critical areas, to unlock seller rewards and benefits for consistently providing a bar-raising CX, and to help customers make informed shopping choices by leveraging what we know to bring trust-building information further upstream in the shopping journey - allowing customers to shop with confidence across our entire catalog.

　　This is a global role that will drive critical buyer- and seller-facing work, with high visibility to senior leadership. You will have the opportunity to innovate and think big on behalf of millions of buyers and sellers on a global scale. The successful candidate will have a track record working across multiple partner and stakeholder teams to prioritize, manage expectations, and drive improvements in a timely and efficient manner.

　　Key job responsibilities

　　Your day-to-day responsibilities will include:

　　Working with our economists to understand the downstream impact of each order defect

　　Develop signals that allow Amazon to compare seller performance across stores and fulfillment channels by defining seller cohorts, customer personas, and accounting for differences in tooling and capabilities

　　Work with science teams to set performance expectations, accounting for differences in seller cohort, product mix, location, and other variables to ensure a fair and equitable expectation for sellers in light of customer expectations

　　Integrate signals into Amazon's shopping algorithms to ensure that higher-performing product offers are most likely to be seen by customers

　　Provide analysis and insights for sellers to improve their performance

　　Analysis of the interaction between seller behavior and buyer confidence; building scalable solutions to protect buyers without interrupting seller business.

　　Deep diving and communicating recommendations to maximize the impact of providing buyers with trust- and confidence-building seller performance signals in a highly visible space across our stores.

　　Propose policy solutions based on a deep understanding of how a violation of our performance standards impacts buyer trust and future shopping habits.

　　Monitoring & Mechanisms eg. Generate reports to ensure the actual impact from the actions are aligned with what was expected (iterating if needed).

　　Integrate new metrics into the right recurring mechanisms to ensure, (i) future issues can be detected faster or prevented altogether, and (ii) the right feedback loops exist to continually improve our products, programs, and policies.

　　About the team

　　The Order Performance team was formed in 2021 and continues to grow and increase its scope. We are highly visible to Senior Leadership and work in a problem space that is complex, dynamic, global, and high-impact. The team itself is brilliant, hard-working, resilient, fun, energetic, diverse, and prioritizes personal health and wellness above all else. This role is critical to delivering on our highest-level and most visible goals. We are building our team in Costa Rica, and look forward to welcoming a new team member in this growing core site.

　　We are open to hiring candidates to work out of one of the following locations:

　　San Jose, CRI

　　Basic Qualifications

　　5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience

　　3+ years of business or financial analysis experience

　　Bachelor's degree or equivalent

　　Experience defining requirements and using data and metrics to draw business insights

　　Experience in customer segmentation, customer behavior analysis, conjoint/trade-off modeling

　　Experience with SQL

　　Experience making business recommendations and influencing stakeholders

　　Preferred Qualifications

　　Master's degree in business or analytical discipline