Senior Specialist - CXQO

Senior Specialist - CXQO

2-5 years
Not Specified

Job Description


Job summary
Note: This is a 6-month full-time contract position with CXQO.

Amazon Physical Stores is more start-up than big-company, a group of entrepreneurial, perceptive, and creative leaders with innovation at our core. We're pushing the state of the art in helping customers shop in engaging, fast, and safe ways. To date we've created stores that let you use an app to enter, take what you want from our fresh selection, and go (Amazon Go) a smart shopping cart that uses computer vision algorithms and sensor fusion to let you skip the checkout line (Amazon Dash Cart) and contactless services that let you pay, enter or identify yourself (Amazon One). Note: The specific team is internally and tech focused to deliver scalable solutions.

Our checkout-free shopping experience is made possible by our Just Walk Out Technology, which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When you're done shopping, you can just leave the store. Shortly after, we'll charge your Amazon account and send you a receipt. Check it out at Designed and custom-built by Amazonians, our Just Walk Out Technology uses a variety of technologies including computer vision, sensor fusion, and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earths most customer centric company and we are just getting started. We need people who want to join an innovative program that continues to push the state of the art in computer vision, machine learning, distributed systems and hardware design.

We are looking for L4 Senior Specialist who is passionate, data driven, self-motivated and can influence stakeholders and business teams. The individual will be responsible for setting up new processes & support new-tool onboarding. Helps define requirements (e.g., tools, training, data collection protocols, etc.) Identifies process variations in known work types and drives standardization. Helps with network level process improvements and participates in Kaizen workflow projects. The candidate will be comfortable working with cross-functional teams, while demonstrating leadership skills. The candidate must have good attention to detail and the ability to successfully manage multiple competing priorities simultaneously.

Key job responsibilities
. Achieve/exceed or significantly improve specific metrics as outlined by operations.
. Drive continuous improvement in primary KPIs for CXQO by supporting the continuous improvement cycle.
. Dive deep into the data and involve into analysis and inferences.
. Developing and reporting operational performance metrics
. Demonstrate flexibility to work within different queues, with increased complexity or specialization based on current business needs
. Continuously monitor all queues for both new and resolved items identifying where any misses may have occurred.
. Ensure compliance with procedures and SLAs while achieving quality and performance metrics. Work on the Core queues and willing to switch between different functions as per business requirement.
. Work on projects that design/improve tools or processes by testing and/or develops recommendations for management.
. Supports new-tool onboarding (operationalized and bootstrapped interfaces

. A Bachelor's Degree from an accredited university or equivalent experience.
. Be willing and able to work flexible schedules and shifts (including night shifts). Ability to travel occasionally, including overnight trips.
. Highly analytical and comfortable with complex analysis. Able to quickly distill complex operating models and identify where the value and opportunity is.
. Keen eye for numbers and should excel at running operations of an ops team efficiently. Technical issues shouldn't faze you.
. You must be comfortable operating all of the systems, tools and devices used on your team. You have a demonstrated history of thinking on your feet and identifying efficient short-term fixes while looking into a long-term solution.
. Strongly advocate for customer experience by challenging status quo and pursues opportunities for reducing customer effort.
. Ability to thrive in an ambiguous and fast-paced work environment.
. High level of energy and proactive nature. A sense of ownership and drive and a willingness to accept the challenge of daily deadlines is essential.
. Passion for operations excellence and commitment to delighting customers.
. Self-driven leader with demonstrated ability to proactively drive and manage an operations team.
. Internet connection with LAN with a running speed of 50 MBPS
. Interest in and experience with partnering closely with technology teams strongly preferred.

2+ years of experience working with operations or business analytics team.

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About 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 - 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. The world's brightest technology minds come to to research and develop technology that improves the lives of shoppers and sellers around the world.

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