Process Improvement Specialist, Seller Insights, EU FBA Support Operations

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Skills you'll use

What you'll do

• Own root cause analysis (RCA) for escalation themes: investigate patterns across ticket data, map failure points in operational processes, and produce structured RCA write-ups with clear findings, root causes, and recommended fixes.
• Build and maintain the escalation reduction roadmap: prioritize systemic issues by seller impact and volume, track progress against reduction targets, and report status weekly.
• Coordinate with cross-functional teams (product, policy, operations, WW Support Ops) to drive implementation of fixes — ensuring issues have owners, deadlines, and closure criteria
• Design SLA frameworks and operational standards for escalation resolution, working with the operations team to define quality and timeliness benchmarks.
• Partner with the Voice of Seller specialist to connect escalation RCA findings with broader seller experience trends — turning reactive investigations into proactive prevention
• Produce dashboards and reporting that make escalation health, reduction progress, and process performance visible to the team and leadership
• Conduct regular Gemba walks and frontline observation sessions with escalation investigators to gather process insights directly — ensuring RCA findings are grounded in operational reality, not just data patterns
• A day in the life
• You start by reviewing escalation data for patterns and emerging failure modes. You identify a cluster, map the root cause, then validate it through a Gemba session with the operations team. You draft a structured RCA with a recommended fix and align with the product team who owns the system. You work on coaching of analytical methodology and update the escalation reduction dashboard. By Friday, the fix you proposed weeks ago shows up in the metrics — fewer escalations, better seller outcomes.

Who can apply

• - Bachelor's degree or equivalent qualification in Math, Engineering, Science or Business
• - Experience defining program requirements and using data and metrics to determine improvements

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