Highlights
The Operations Support Specialist role is focused on supporting the labor department to ensure locations are properly staffed and providing field leaders with new and incredibly fast resolution speeds for scheduling issues. Return Logistics Services (RLS) is a growing business unit within Amazon that provides attended pickup and returns solutions across North America.
Numbers & Facts
| Location | Bellevue, WA |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
Description
Return Logistics Services (RLS) is a growing business unit within Amazon that provides attended pickup and returns solutions across North America. RLS operates over 600 assisted pickup and returns locations and continues to expand its footprint. The Operations Support Specialist role is focused on supporting the labor department to ensure locations are properly staffed and providing field leaders with new and incredibly fast resolution speeds for scheduling issues. This role will play a critical role in reacting to same-day scheduling issues that create potential for operational closures that can impact customer experience.
Our team is focused on streamlining and centralizing tasks that our field leaders action upon, and this role will be a key cog in our commitment to removing such tasks.
Key job responsibilities
A successful Operations Support Specialist will demonstrate the ability to perform the following functions, including but not limited to:
Work independently without continued guidance
Maintain punctuality, reliability, and consistent attendance
Execute tasks with a high degree of attention to detail
Respond to escalations within a timely manner and demonstrate a sense of urgency during tight timelines
Apply knowledge of departmental resources, policies, and procedures to resolve issues accurately
Communicate clearly in written and oral formats to teammates, management, and field operators (customer)
Recognize work-related tasks with the greatest importance and prioritize accordingly
Navigate multiple computer systems and programs to deep dive issues (e.g., scheduling platforms, Slack, Excel)
Proactively communicate system and process issues to management
Fulfill all required job functions as detailed below
A day in the life
Roles within the team will vary and may include some or all duties below:
1.Monitor communication tools for potential scheduling escalations (i.e. Slack/SIM)
Investigate scheduling escalations utilizing a set of process paths to determine which steps (if any) must be taken
2.Process paths can include sending communications to employees, posting new shifts, communicating with field managers, etc.
3.Provide communications to associates regarding how/when to operate tools
4.Follow up on pending issues
5.Provide teammates with a detail of what pending issues still require support
6.Communicate with managers and leadership on staffing status, escalations, and operational needs
7.Utilize Excel, Slack, and similar platforms to perform daily functions
- All other duties as assigned
About the team
CXO LTS Team: Our mission is to provide unparalleled support to the field team through our labor, tech-support, and standardization services. We strive to offer all-inclusive solutions, including program development and real time assistance. Our Northstar is ensuring our field leaders can get back the bandwidth to focus on the basics of developing their people and ensuring their sites offer exceptional customer service. Our commitment to this goal drives us to ask the important question of "what's not working" or "what can work better" and provide the best possible centralized, streamlined, or automated solution.
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles