Description Amazon Business (AB) is re-inventing B2B eCommerce by offering business customers of all sizes the same advantages Amazon has already brought to consumers including broad selection, low pricing, unique delivery experiences, and great customer service. WW Amazon Business Ops (AB Ops) is building the operations and supply chain solutions that will enable AB’s rapid growth by re-engineering many parts of our supply chain to offer bulk, consolidated, pallet deliveries and many other services that business customers require. The AB Operations Specialist II will partner with program managers across AU AB Ops on improving last mile performance for AB commercial shipments, analysing delivery experience metrics, investigating complex customer issues and escalations, and lending execution support for bulk or high value orders. You will collaborate with a wide range of stakeholders across the business such as AB Sales, AB Customer Support, AMZL, AMXL and 3P. This role will be tactical in nature, and you’ll conduct your own research and analysis, always with an eye on the long-term vision of the business. Skills such as cross-team coordination, data analysis and communicating to senior management are essential. This role provides a great opportunity to strengthen the foundations of Amazon's B2B operations in AU and offers the opportunity to influence business decisions and shape the future. Key job responsibilities • Manage high-level customer escalations and feedback, including analysing Voice of Customer (VOC) data and attending weekly business reviews • Conduct deep-dive data analysis on top-performing locations, 3rd party vendor performance, and business operating hours • Analyse data and drive improvements that are quantified with metrics • Support program managers with critical business initiatives and programs • Communicate updates to program managers and senior management • Oversee the customer onboarding process for a key service offering • Govern KPI reporting for portfolio programs, providing visibility to milestones, and performance Basic Qualifications - Bachelor's degree or equivalent - 3+ years of working with computers and Microsoft Office products and applications experience - 3+ years of data analysis and formula creation in Microsoft Excel experience - Knowledge of SQL - Knowledge of VBA and Excel Macro creation and modification - Experience using data to drive root cause elimination and process improvement Preferred Qualifications - Experience with end-to-end project management - Bachelor’s degree in supply chain, business, engineering, finance or related technical or quantitative field - Familiarity with supply chain management concepts - forecasting, planning, optimization, logistics - gained through work experience or graduate level education. Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement: 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.