Operations Support Specialist

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 in our commitment to removing such tasks.
This position is performed remotely, with a requirement for quick and reliable access to return point locations. Coverage is provided across all North American time zones 7 days a week, with shift schedules that vary based on operational needs.

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
Be flexible with scheduling, including early mornings and late nights
Cover at least one weekend as part of the regular schedule
Execute tasks with a high degree of attention to detail
Respond to escalations quickly with a strong sense of urgency
Apply departmental resources, policies, and procedures to resolve issues accurately
Communicate clearly in writing and verbally with teammates, management, and field operators (customer)
Prioritize the most important tasks appropriately
Navigate multiple systems and programs to deep dive issues (e.g., scheduling platforms, Slack, Excel)
Proactively flag system and process issues to management
Fulfill all required job functions as assigned

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
8. All other duties as assigned

About the team
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.

Basic Qualifications

- Speak, write, and read fluently in English

Preferred Qualifications

- Experience communicating with a wide range of stakeholders, including colleagues and leadership, or experience in an operational role

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.