VAS Specialist, Value Added Services

Are you customer obsessed, flexible, smart and analytical, strategic yet execution focused and passionate about e-commerce? Are you an experienced, entrepreneurial leader with a strong work ethic? If yes, this opportunity at Amazon Home Services will appeal to you.
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In this role, you will be responsible for working closely with Service Providers, Service category team and Operations to identify the gaps in fulfillment of a service provided to the customer and work with them to alleviate their acute/short-term issues. You will partner with program and product management team as well to identify long-term fulfillment features and programs to improve customer experience on the Amazon Home Services business in A.in.

Key job responsibilities
Key job responsibilities
• Own end-to-end responsibility of providing 5-star Rated Ready to Use Service on platform through Amazon Managed Supply
• Identify defects that lead to poor service experience for customers, design metrics to capture these defects, understand their relative importance, and establish prioritization based on customer impact
• Root cause defects to understand underlying causes, and design inputs to address root causes for these defects
• Based on insights into performance and relative prioritization of defects publish a corrective action plan at the right frequency with service partners
• Create a playbook for triggering different workflows that help dive & save customers, safeguard the next 7 days performance and implement long-term fixes to avoid these defects in the future
• Own success metrics for the program

About the team
Value Added Services (VAS), India: The vision for VAS, India is to transform how India buys high-consideration products online by offering them value-adding services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations and mobile after sales support for devices bought on Amazon. Today, we are focused on building a 5* rated service at scale across service categories and cities. We aim to do this by leveraging skilled experts to support customers across product life-cycle to: (a) Make a new purchase decision [Pre-Purchase Service], (b) Get started with a newly bought product

Basic qualifications

- 1+ years of sales experience
- Bachelor's degree

Preferred qualifications

- 1+ years of stakeholder or account management, or 1+ years of professional work experience

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