Social Media Escalation Specialist, Executive Selling Partner Relations_

DescriptionSelling Partner Services (SPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of Selling Partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.Within SPS, Selling Partner Support (SP-S) strives to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. SP-S focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. The Executive Selling Partner Relations (ESPR) team tackles issues which cannot be resolved with the tools available to Selling Partner Support Associates. Our group excels in finding creative, resourceful ways to reduce seller pain points and build seller trust. We partner with teams across the Seller Services organization to assure that our sellers receive the world-class experience that they’ve come to expect.The ESPR Social Media Team is looking for a customer obsessed and results oriented Social Media Specialist who excels at stakeholder management and partner experience. This role is expected to provide support, guidance, and resolution for Social Media escalations that need a higher level of expertise towards resolving the Selling Partner issues. This includes owning high-visibility Social Media escalations that present potential PR/Legal risks for Amazon that do not have a defined solution. You will be expected to foster an active and helpful community and information exchange among Selling Partners via all Selling Partner communication channels. You will also help remove roadblocks to resolution and design an appropriate solution for the Selling Partner that addresses the business constraints.Key job responsibilities- Research and resolve Selling Partner Social Media escalations by working directly with the Selling Partner and obtaining Selling Partner Anecdotes for utilization by the ESR Program Management team.- Provide short-term extended short-term to Selling Partners to outline existing business problems, define strategy, and provide business guidance that helps deliver more optimal outcomes that support achieving shared account goals.- Assist in creating and communicate escalation summaries to executives and senior leaders as needed for escalations.- Identify and communicate any potential risks and obstacles with current Marketplace processes, initiatives, and system issues affecting Selling Partners, providing recommendations for corrective action to business stakeholders.- Lead small to medium sized ad hoc projects from initiation to resolution, focused on internal and external business operations improvements, Seller facing products, and updates that impact the ESPR Social Media Team.A day in the lifeWe work with escalation teams and stakeholders across Amazon to conduct root cause analysis, correct defects identified, and drive preventative actions to improve the long-term Selling Partner experience. We specialize in being an advocate for our Selling Partners when all other support channels have failed; going above and beyond to drive positive resolution for their concern.About the team- We act as the voice of our Selling Partners, surfacing support issues which drive negative Selling Partner experience; partner with relevant stakeholders to eliminate Selling Partner pain points.- We believe in anecdotes, and use them both as a supplement to metrics and as validation that our business is operating as expected.- We prioritize selling partner experience over internal cohesion.- We treat each escalation as a defect and actively surface recurring themes to the relevant stakeholders to eliminate unnecessary Selling Partner contacts.- We promote a culture of continuous learning and growth so we may better support our customers and develop our leaders.Basic Qualifications- Experience with Excel- Experience analyzing data and best practices to assess performance drivers- Experience deep diving on selling partner-level issues and delivering recommendations- 2+ years of relevant Selling Partner Support experience or Selling Partner-facing account management experiencePreferred Qualifications- Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder, and any customer externally; ability to translate technical jargon into everyday language- Able to work independently, be self-motivated, and flexible in approaching responsibilities and change- Ability to multi-task and make tough decisions in a fast-paced environment- Bachelor's degree or 2+ years equivalent Amazon experienceAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit mazon.jobs/en/disability/us.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $100,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit boutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.