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.