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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | IT Operations / EDP / MIS |
| EmploymentType | Full-time |
At Amazon, innovation drives growth and enables us to offer our customers more product types conveniently and at even lower prices. Amazon Kindle is a revolutionary device and one of the most innovative businesses at Amazon. We envision wireless electronic reading experiences that embrace a physical books simplicity and utility but takes advantage of our store and the Kindles ubiquitous wireless connectivity. Our vision for Kindle is to offer every book, ever written, in any language, all available within 60 seconds. The Amazon Kindle team is seeking a Risk Escalations Support Specialist within Content Risk Management Team.This is an exciting opportunity to work on highly visible projects and be part of history in the making!The Risk Escalations Support Specialist will: Create and Manage the team schedule and work unit assignments along with their related prioritization changes as needed. Conduct regularly scheduled quality audits within the team and provide the results to the manager. Manage and perform deep dives for the team s metrics in Volume, Productivity, Performance, etc. Manage response times in each queue and balance against service level goals. Assist with Root Cause Analysis (RCA) and expedient resolutions for critical issues. Leverage technology and innovation to bring continuous improvement to the operational processes. Work effectively in a cross-functional environment with Sr. Leaders, legal, technical, and product management teams. View and evaluate content that may be considered religiously sensitive, politically extreme or otherwise offensive. Adapt to fast and frequent change, high pressure situations and remain open to regular feedback. Manage Small-Medium Size projects designed to improve team processes and overall effectiveness., Experience as an L4 within Amazon 2+ years of experience with MS Excel A minimum of 2 years of process experience in publishing, customer service or similar production environment Experience using trend and data analysis skills (using excel and similar software) with the ability to notice patterns in data for the purpose of driving decision making Experience in process improvement and troubleshooting Experience in creating and modifying operational metrics Ability to drive and document new processes and simplify existing processes Ability to drive root cause analysis and identify corrective actions Ability to work one weekend day if needed Strong oral and written communication skillsBachelor s degree with relevant experience on the services industry. Experience working in CRM 1+ years of experience handling Escalations Possess accountability for optimizing the self-publishing process to achieve operational goals Exceptional level of organization and attention to detail Experience using SQL Comfortable handling a high volume of work on a daily basis Strong personal integrity Strong technical and analytical aptitude, including some knowledge of statistics Proficiency with Lean and Six Sigma tools Must be able to think creatively and possess strong analytical and problem solving skills Experience in digital media and knowledge of the publishing industry is a plus Fluency in a European language, Hindi, Arabic, or Japanese (written and verbal) a plus Strong project management skills Must be able to think creatively and possess strong analytical and problem solving skills
Keyskills :
six sigmadata analysisapplication servicesroot causehigh pressurequality auditsqlplsqlroot cause analysisfinancial servicespossess strong analyticaldigital mediahigh pressure situationsservice level