About this role
Are you passionate about solving complex operational problems, obsessed with delivering a great seller and customer experience, and energized by working at the intersection of data and e-commerce operations? If so, this role is for you.
- We are looking for an Investigation Specialist to join the FBA Operations team.
- In this role, you will investigate delivery and fulfillment issues reported by sellers, identify root causes, and drive resolution by coordinating with cross-functional teams including 3P Carriers, Seller Support, Customer Service, and Operations.
- You will serve as a critical link between sellers experiencing acute issues and the internal teams that can resolve them.
- Beyond day-to-day investigations, you will analyze patterns in seller-reported issues, translate recurring problems into quantified metrics, and partner with Program Managers to inform long-term improvements to the seller and customer experience on the Amazon platform.
- Investigate seller-reported delivery and fulfillment issues end-to-end, from intake through resolution, ensuring timely and accurate outcomes.
- Coordinate with cross-functional teams (3P Carriers, Customer Service, Seller Support, Product, and Operations) to diagnose and resolve performance issues.
- Monitor operational performance metrics and escalate when results fall outside established goals or SLA thresholds.
- Analyze seller feedback and contact data to identify recurring pain points, trends, and root causes.
- Translate investigation findings into quantified metrics and actionable insights for Program Managers and stakeholders.
- Maintain accurate case documentation and ensure all investigations are tracked through internal ticketing and case management systems.
- Support the development and implementation of process improvements that reduce seller friction and improve fulfillment outcomes.
- Leverage data analytics tools and dashboards to proactively identify emerging issues before they escalate.
- Adopt and utilize AI-powered tools and automation to improve investigation efficiency and workflow productivity.
Key job responsibilities
Basic Qualifications
- 2+ years in customer service, e-commerce operations, or marketplace support.
- Fluent English Communication Skills Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, conditional formatting, data analysis).
- Working knowledge of Microsoft Office products and applications.
- Demonstrated ability to work independently and make sound investigation decisions with minimal guidance.
- Experience analyzing data to identify trends, predict issues, and measure operational performance.
- Ability to manage multiple concurrent investigations across different tools and systems while maintaining quality and accuracy.
- Strong written and verbal communication skills with the ability to clearly document findings and coordinate across teams.
- Ability to translate recurring issues into quantified metrics that drive decision-making.
- High attention to detail with a proactive, results-oriented approach.
Preferred Qualifications
- Familiarity with SQL for querying and analyzing large datasets.
- Experience creating reports and dashboards to visualize operational performance.
- Experience with ticketing or case management systems (e.g., Paragon, SIM, or similar platforms).
- Experience with root cause analysis or process improvement methodologies (e.g., 5 Whys, Fishbone).
- Familiarity with AI-powered tools or automation for workflow optimization.
- Experience managing stakeholder relationships across multiple teams and functions.
- Exposure to seller-facing operations in an e-commerce or logistics environment.