Absorb volume during spikes and coverage gaps rather than only routing it, so the team's SLA position holds when inflow exceeds plan
Convert operational symptoms into problem statements that program managers, product managers, and engineering partners can act on
Speak for GCOI in defect triage forums and cross-team working sessions, supplying the operational evidence no partner team can see from their side
Land partner and product decisions back with the specialist team in executable form: what changed, what the new handling is, what to do differently from the next ticket onward
Own the documentation trail for every defect you drive (investigation path, root cause, resolution, prevention) and author or refresh SOPs so the next occurrence is resolvable without escalation
Execute assigned catalog readiness tasks, from ASIN creation through attribute validation, against defined workback schedules
Mentor Catalog specialist and Automation Leads on troubleshooting methodology and catalog tooling, raising what the team resolves without escalation
About the team
GCOI team drives operational excellence through continuous innovation and defect elimination, delivering seamless and reliable experiences for customers and stakeholders. Our commitment centers on maximizing resource efficiency while eliminating operational waste, leveraging data-driven metrics to enhance performance, and providing strategic support across Catalog programs. Through our BI capabilities, we deliver actionable insights that power informed decision-making across US Grocery operations.
2+ years of program or project management experience
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Experience using data and metrics to drive improvements
Experience in MS Access and SQL
Experience working in an analytical environment with cross-functional teams
Knowledge of general AI tools
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.
