Operations Support Specialist, Return Logistic Services

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 cog in our commitment to removing such tasks.

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
Execute tasks with a high degree of attention to detail
Respond to escalations within a timely manner and demonstrate a sense of urgency during tight timelines
Apply knowledge of departmental resources, policies, and procedures to resolve issues accurately
Communicate clearly in written and oral formats to teammates, management, and field operators (customer)
Recognize work-related tasks with the greatest importance and prioritize accordingly
Navigate multiple computer systems and programs to deep dive issues (e.g., scheduling platforms, Slack, Excel)
Proactively communicate system and process issues to management
Fulfill all required job functions as detailed below

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
CXO LTS Team: Our mission is to provide unparalleled support to the field team through our labor, tech-support, and standardization services. 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 completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround

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.

USA, FL, Tampa - 20.52 - 29.18 USD hourly
USA, WA, Bellevue - 21.58 - 29.18 USD hourly