Technical Account Manager, 3P EU Compliance Legislation
Are you passionate about sellers and how their experiences influence their behaviors? Do you enjoy solving problems, discovering unmet needs, and designing solutions that create value for sellers? Can you act as a dedicated Seller advocate and collaborate across multiple departments to drive impactful results? If so, the EU Legislation SME Team is looking for you
We are seeking a technically competent, self-motivated, and seller-focused individual to join the Seller Partner Support Ring-Fenced (RF) team. The objective of this role is to deliver sustainable results that enhance Seller Experience concerning 3P EU Compliance Legislations. This highly visible role involves handling challenging and complex escalations related to 3P EU Compliance Legislations, analyzing reopened cases to identify defects, engaging with business stakeholders to understand legislation details and use cases, and developing SOPs for the Seller Partner Support team.
The role requires extensive professional communication with internal teams and external partners, including executive-level interactions. The candidate should be comfortable working independently in ambiguous situations and collaborating in team settings. You will interface with Product, Program, and Partner Management teams to drive long-term improvements through root cause analysis.
As the primary contact with Sellers and the Seller Support team, the EU Compliance Legislations SME will serve as Amazon's voice, committed to delivering world-class support. You will address systemic issues through problem-solving and analytics, identify technical solutions, and advocate for Seller needs to add value for the business and partners. This role sets the standard for peers and aims to continually improve Seller support quality.
Key Responsibilities
1. Perform regular deep dives into contact data to identify pain points, emerging issues, and contact drivers, ensuring visibility for stakeholders.
2. Collect Seller anecdotes and feedback on Legislations to inform VOC initiatives and process improvements.
3. Analyze reopened cases to measure resolution effectiveness and identify areas for improvement.
4. Handle escalations that cannot be resolved with existing SOPs via the SIM ticketing platform.
5. Collaborate with stakeholders to understand legislation details and create SOPs accordingly, obtaining necessary legal and tax approvals.
6. Coordinate with the Content Management team to update and improve support materials based on emerging issues and use cases.
Minimum Qualifications
- Several years of experience handling Seller contacts.
- Fluency in English and at least one of the following languages: Spanish, Italian, German, French, or Mandarin.
- Proven success in exceeding goals and solving complex issues through data-driven decision-making.
- Strong business judgment, influence skills, and attention to detail.
- Ability to manage multiple priorities effectively.
- Proficiency in Microsoft Excel and analytical skills.
- Customer advocacy skills.
Preferred Qualifications
- Bachelor's degree or equivalent experience, including process improvement roles.
- Experience working with legal, product, and business teams to reach agreements.
- Experience in Program and/or Project Management.
Amazon is an equal opportunity employer committed to diversity and inclusion. We value your experience and skills and are dedicated to protecting your privacy. For accommodations during the hiring process, please visit our accommodations page. If your region is not listed, contact your Recruiting Partner.
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