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Sr. Investigation Specialist, Last Mile Flex DPIX - Listening Channels


DESCRIPTION
Job summary
At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we're constantly looking to take to a new level is how to coordinate the delivery of their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new logistics products and services, significantly complimented by entrepreneurs like Amazon Delivery Service Partners and Amazon Flex. Amazon Flex crowdsources independent contractors - called delivery partners - to coordinate deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages.
We are VOD-LC team which is one of the most important and integral part of Worldwide Flex DP Insights & Experience (WW DPIX) team with a vision to improve the experience of DPs and make their journey friction-less. VOD-LC team is looking for a creative, analytical, dynamic and experienced Sr. Investigation Specialists to join us and help improve DP experience. A successful investigation analyst must be able passionate about to understanding customer pain points, has a unending desire to uncover root causes of any defect, work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical bent of mind, intermediate to advanced expertise in MS Excel, MS Word, SQL etc.., very strong communication skills both written and verbal, relationship building skills and excellent Customer Obsession. A person joining this role must be able to communicate seamlessly effortlessly across the board and influence stakeholders without authority.
Our team, VOD-LC, is an integral part of the Worldwide Flex DP Insights & Experience (WW DPIX) team with a mission to improve the experience for DPs and make the DP journey smooth. We are seeking creative, analytical, dynamic, and experienced investigation specialists to join us and help improve DP experience. Successful candidates must be passionate about understanding customer pain points, and have an unbeatable drive to uncover the underlying causes of any defect. They should work independently diving deep into various layers, be comfortable with ambiguity, and be able to present their insights to partner teams. An individual with strong analytical skills, excellent verbal communication skills, and superior customer obsession will be well suited to this role.
There are multiple listening channels through which we gather DP feedbacks, do deep dive on continuous basis to generate meaningful insights which can be shared with other DPIX program mangers or other central and regional partner teams to drive systemic improvements of Flex DP Experience. As a Sr. Investigation Specialist, you will collaborate with DPIX PMs and/or other product / program mangers across various partner teams with the primary focus to bring out deep insights from analyzing data of programs which span across multiple countries. Upon receiving any deep dive requests on any ongoing issue which impacts DP experience adversely, you will understand the problem statement, break the problem into meaningful pieces, conduct deep dive into various Listening channels (LCs) to gather insights on the topic and create End to End point of view on various root causes which are causing the issues/defects. You will own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. You will be required to design and influence operational best practices for reporting and analytics to enable the team to scale as we expand solutions in new and existing marketplaces.
Key job responsibilities
. Leading continuous insights & analytics efforts and custom deep dives to identify opportunities and improvement areas for Driver Partner (DP) experience improvement.
. Analyze data from various sources such as station Feedback forms, social media listening to understand DP pain points and highlight the findings to leadership.
. Proactively engage US based partner teams to understand DP experience trends, new/emerging defects and risks and use the data to initiate holistic E2E deep dives that mitigate these risks.
. Should be able to create and use straight forward reports (e.g. error statistics) from multiple listening channels & data sources such as Tableau, Power-BI etc. for weekly and/or monthly business reviews at team level (e.g. team reports, testing results, callouts, business overviews, etc.).
. The Individual will own the preparation of recurring data-driven business reviews at the workflow level for multiple marketplaces and VOD-LC locations and coordinate data collection with the teams, preparation of the business overview, and project-update narratives.
. This individual will present the deep dive to stakeholders, providing visibility into key defects/ DP issues with actionable insights and drive meaningful improvements.
. Work with partner teams (e.g.,Tech Team, Small Scale Automation) to identify opportunities to reduce manual effort. Identify improvements that help impact key metrics such as compliance accuracy, productivity, errors, and process gaps.
. Communicates with stakeholders on pre-defined guidelines and performs timely follow-ups. Participates in deep dives and/or escalations related to Flex processes creates action planning in their functional area and owns the implementation of specific actions or process changes
BASIC QUALIFICATIONS
. Bachelor's degree in Business, Computer Science, Finance or related field
. 2+ years' experience in a role requiring application of analytic skills in a business analyst, data analyst or statistical analyst role
. 2+ years' experience developing requirements and creating requirements documents and process flows
. Basic to intermediate level of expertise in SQL and Excel (including Pivot Tables, array functions, Power Pivots, etc.)
. Expertise in defining requirements and using data and metrics to draw business insights
. Experience making business recommendations and influencing stakeholders
PREFERRED QUALIFICATIONS
. Advance SQL proficiency - experience writing complex SQL statements and ability to manipulate a massive amount of data, creating dashboards/on demand reports
. Lean Six Sigma Green Belt/black belt certification
. Expertise in structured problem solving, advanced root cause analysis such as 7QC tools, business process analytics etc.
. Advance proficiency with Microsoft Excel
. 2+ years of experience with business intelligence and data visualization tools (e.g. Tableau, Python, Ruby)
Company
Amazon
Posted
07/08/2022
Location
secunderabad, TG, IN