Senior Process Specialist

Job Description

We are VOD (Voice of Drivers) team which is one of the most important and integral part of Worldwide Flex DP Insights & Experience (WW DPIX) team with a vision to improve the experience of DPs and make their journey friction-less. VOD team is looking for a creative, analytical, dynamic and experienced Sr. Process Specialist to join us and help improve DP experience. A successful investigation analyst must be able passionate about to understanding customer pain points, has unending desire to uncover root causes of any defect, work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical bent of mind, intermediate to advanced expertise in MS Excel, MS Word, SQL etc.., very strong communication skills both written and verbal, relationship building skills and excellent Customer Obsession. A person joining this role must be able to communicate seamlessly effortlessly across the board and influence stakeholders without authority.

Key job responsibilities
1. Lead continuous insights and analytics efforts, leveraging strong triaging skills, to identify opportunities and improvement areas for enhancing the Driver Partner (DP) experience.
2. Conduct log analysis to gather and interpret data from various sources, including station feedback forms and social media, for a comprehensive understanding of DP pain points.
3. Demonstrate proficiency in app bug reproduction, utilizing technical expertise to identify emerging defects and risks affecting the DP experience.
4. Collaborate proactively with WW partner teams to stay ahead of DP experience trends, new defects, and risks. Utilize data-driven insights to initiate end-to-end deep dives that strategically address and resolve issues.
5. Create and utilize straightforward reports from multiple listening channels and data sources, using SQL for weekly and monthly business reviews at the team level, and build Quicksight to present it to stakeholders.
6. Take ownership of preparing recurring data-driven business reviews at the workflow level, ensuring coordination with teams for data collection, preparing comprehensive business overviews, and presenting project updates.
7. Present deep dive analyses to stakeholders, providing clear visibility into key defects and DP issues. Offer actionable insights to drive meaningful improvements.
8. Collaborate closely with partner teams, including the Tech Team and Small-Scale Automation, to identify opportunities for reducing manual effort. Drive improvements impacting key metrics like compliance accuracy, productivity, errors, and process gaps.
9. Demonstrate strong adherence to Amazon's deep dive principle, ensuring a thorough investigation and understanding of issues to implement effective solutions.
10. Embrace the ownership principle by actively participating in deep dives and escalations related to Flex processes. Create action plans within the functional area and take ownership of implementing specific actions or process changes.

Basic qualifications

• Bachelor's or Master's degree in a field pertinent to the role, such as Computer Science, Data Science, Analytics, Information Technology, or a related discipline. • Proficiency in SQL and Advanced Excel for adept data analysis and extraction. • Demonstrated experience with tools like Quicksight, showcasing expertise in report creation and data visualization. • Possessing over 1.5+ years of hands-on experience in roles demanding the application of analytical skills. • Proven expertise in defining requirements and leveraging data and metrics to derive valuable business insights. • Track record of offering strategic business recommendations and effectively influencing stakeholders.Preferred qualifications• Demonstrated proficiency in utilizing advanced data visualization tools like SQL. • Familiarity with programming languages such as Python or R, showcasing capabilities in advanced data analysis and automation. • Exposure to machine learning concepts, applying them for predictive analytics to enhance the Driver Partner (DP) experience. • Previous hands-on experience within the logistics or e-commerce industry.