Content Ops Associate, PL

The mission of Product Lifecycle Support (PLS) is to offer relevant post-purchase product support to customers, and empower them to make the most of the products purchased on Amazon. By solving post-purchase product issues, we prevent avoidable returns and help the planet by extending the life of products, thereby generating positive financial and environmental impacts.

We are seeking a dynamic Catalog Specialist to join our team, responsible for contributing to core metrics, ensuring high-quality work, and driving process improvements. The ideal candidate will execute complex SOPs independently, meet SLAs, and support deep-dives, UTAs, quality audits, seller escalations, and SIMs. You will play a key role in driving productivity improvements and delivering error-free work, with a strong customer-focused mindset. The role requires an individual who excels in identifying product issues, developing user-friendly solutions, and optimizing processes to enhance the customer experience. If you are passionate about delivering exceptional service and thrive in a fast-paced, solution-driven environment, we would love to hear from you.

Key job responsibilities

• Follow established Standard Operating Procedures (SOPs) to conduct manual audits, resolve outliers and exceptions, utilizing internal tools and systems.
• Investigate content issues and recommend actions based on SOPs to ensure compliance and quality standards.
• Identify trends and patterns from audits to contribute to continuous process and program improvements.
• Provide timely and accurate responses to stakeholders in line with SOPs and Service Level Agreements (SLAs).
• Escalate issues and challenges systematically to the appropriate teams or owners as per defined escalation processes.
• Maintain detailed records of daily activities, ensuring accurate updates in trackers or workflow tools.
• Meet and exceed key business metrics, including SLA adherence, productivity, quality, and utilization targets.
• Collaborate effectively within the team and contribute to the growth and success of the program.
• Adapt and work flexibly across multiple programs as required by evolving business needs.
• Work from Office Role

Basic Qualifications

• Bachelor's degree or equivalent work experience.
• Experience in catalog management or content-related roles.
• Proficiency in Excel, Word, PowerPoint, and SQL.
• Strong attention to detail with a focus on data accuracy.
• Excellent written and verbal communication skills for escalations and stakeholder collaboration.
• Experience in content addition and ensuring content accuracy.
• Strong problem-solving skills with a proactive approach to escalations.
• Adaptable and quick to learn new systems and processes.

Preferred Qualifications

• Background in e-commerce or product lifecycle management.
• Excellent writing, editing, and proofreading skills.
• Passion for exceptional customer service and user experience.