Operations Support Specialist, Return Logistic Services, OperationsTechnologySupportVAR

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.

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 in our commitment to removing such tasks. This position is performed remotely, with a requirement for quick and reliable access to return point locations.

Coverage is provided across all North American time zones 7 days a week, with shift schedules that vary based on operational needs.

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
• Be flexible with scheduling, including early mornings and late nights
• Cover at least one weekend as part of the regular schedule
• Execute tasks with a high degree of attention to detail
• Respond to escalations quickly with a strong sense of urgency
• Apply departmental resources, policies, and procedures to resolve issues accurately
• Communicate clearly in writing and verbally with teammates, management, and field operators (customer)
• Prioritize the most important tasks appropriately
• Navigate multiple systems and programs to deep dive issues (e.g., scheduling platforms, Slack, Excel)
• Proactively flag system and process issues to management

A day in the life

Roles within the team will vary and may include some or all duties below:

• 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

• Process paths can include sending communications to employees, posting new shifts, communicating with field managers, etc.
• Provide communications to associates regarding how/when to operate tools
• Follow up on pending issues
• Provide teammates with a detail of what pending issues still require support
• Communicate with managers and leadership on staffing status, escalations, and operational needs
• Utilize Excel, Slack, and similar platforms to perform daily functions
• All other duties as assigned

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…