Content Ops Specialist, PLS
- Amazon
- 0 - 6 years
- Hyderabad
- 11 months ago
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Job Description
The mission of Product Lifecycle Support (PLS) is to offer relevant post-purchase product support to customers, and empower them to make the most of the products purchased on Amazon. By solving post-purchase product issues, we prevent avoidable returns and help the planet by extending the life of products, thereby generating positive financial and environmental impacts.
We are seeking a dynamic Catalog Specialist to join our team, responsible for contributing to core metrics, ensuring high-quality work, and driving process improvements. The ideal candidate will execute complex SOPs independently, meet SLAs, and support deep-dives, UTAs, quality audits, seller escalations, and SIMs. You will play a key role in driving productivity improvements and delivering error-free work, with a strong customer-focused mindset. The role requires an individual who excels in identifying product issues, developing user-friendly solutions, and optimizing processes to enhance the customer experience. If you are passionate about delivering exceptional service and thrive in a fast-paced, solution-driven environment, we would love to hear from you.
Key job responsibilities
- Follow established Standard Operating Procedures (SOPs) to conduct manual audits, resolve outliers and exceptions, utilizing internal tools and systems.
- Investigate content issues and recommend actions based on SOPs to ensure compliance and quality standards.
- Identify trends and patterns from audits to contribute to continuous process and program improvements.
- Provide timely and accurate responses to stakeholders in line with SOPs and Service Level Agreements (SLAs).
- Escalate issues and challenges systematically to the appropriate teams or owners as per defined escalation processes.
- Maintain detailed records of daily activities, ensuring accurate updates in trackers or workflow tools.
- Meet and exceed key business metrics, including SLA adherence, productivity, quality, and utilization targets.
- Collaborate effectively within the team and contribute to the growth and success of the program.
- Adapt and work flexibly across multiple programs as required by evolving business needs.
* Work from Office Role - Bachelor s degree or equivalent work experience.
- Experience in catalog management or content-related roles.
- Proficiency in Excel, Word, PowerPoint, and SQL.
- Strong attention to detail with a focus on data accuracy.
- Excellent written and verbal communication skills for escalations and stakeholder collaboration.
- Ability to manage SIMs and resolve issues quickly.
- Experience in content addition and ensuring content accuracy.
- Strong problem-solving skills with a proactive approach to escalations.
- Ability to handle multiple escalations and complex content issues while meeting SLAs.
- Adaptable and quick to learn new systems and processes.
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Non Tech Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: AmazonLocation(s): Hyderabad
Keyskills: catalog management Service level Quality standards Standard operating procedures Quality audit product life cycle Workflow Customer experience Product support SQL
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