Process Expert, North America Supply Chain (NASC)

About the Role

Amazon is a global technology and operations company serving customers across multiple businesses and geographies. Our teams build and operate scalable solutions across a wide range of functions, with a focus on customer experience, operational excellence, innovation, and continuous improvement. Employees work in a fast-paced environment, partnering across teams and geographies to solve complex business problems and deliver results at scale. Operations as a Service (OaaS) enables the business to deliver products and services to customers across the globe. Our teams manage complex, high-volume processes and continuously improve how work is executed through standardization, technology, data, and automation. This role offers an opportunity to work across teams and geographies, solve operational challenges, and drive improvements at scale.

Key Responsibilities

• Process Transition: Collaborate with the Transition team to support process onboarding, SOP creation, training, and ramp-up to enable transition to BAU.
• Process Expertise & Execution: Develop deep process expertise and independently execute test and production cases. Serve as the subject matter expert for assigned workflows and provide guidance to Operations.
• Program Governance & Performance: Establish mechanisms to track SLA, TPH, quality, TAT, backlog, and other key metrics. Analyze performance trends and provide insights for WBRs, MBRs, QBRs, and business decisions.
• Stakeholder Management: Act as the primary process POC and partner with business stakeholders and internal teams, including Operations, STL, Transition, CPT, and ONT, to align requirements, manage dependencies, and drive execution.
• Problem Solving & Escalation Management: Own critical process issues, conduct root-cause analysis, and implement corrective and preventive actions. Identify systemic gaps and drive resolution with partner teams.
• Process Excellence & Simplification: Identify process inefficiencies, standardize workflows, and drive best practices across programs. Build reporting and communication mechanisms to improve performance visibility.
• Automation & Scalability: Identify opportunities to eliminate manual effort and improve process scalability. Partner with Tech and Operations teams to design and implement automation and other process improvements.
• Flexibility to work in 24x7 shift and rotational weekly off.

Requirements & Tech Stack

• Experience communicating with a wide range of stakeholders, including colleagues and leadership.
• Experience in an operational role.
• Experience working with MS Excel.
• Experience working with VBA.
• Experience working with SQL.
• Experience working with Data Warehouse or business intelligence systems.
• Experience working with data visualization tools such as Tableau.