ESPR Account Manager - Vietnamese Language
Amazon
Manila , PH
6d ago

DESCRIPTION

The JASEA Selling Partner Support (SPS) team is seeking a passionate professional for the Executive Selling Partner Relation (ESPR) Account Manager role to support US marketplace with Vietnamese Language for Vietnamese AGS sellers.

The ESPR Account Manager reports to ESRP Manager and manages the resolution of high level escalations that are directed to the Senior Leadership or in the Social Media, including compliance related escalations from other functional organization.

ESPR Specialist will act as the subject matter expert drive 1) escalations from / to executive leadership and / or reputation risk escalation contacts, and 2) project manage to drive preventive actions, by following the ESPR Managers guidance.

High level summary of your roles & responsibilities :

1. Being a Subject Matter Expert on Executive Selling Partner Support as the point of contact for high-visibility escalations.

  • Once contact is identified as executive escalation case or reputation risk case, act as the main point of contact from ESPR team and drive the Root Cause Analysis (RCA) and close those cases.
  • Works with Legal and / or Tax team to support their inquiries to satisfy the official institution’s request.
  • 2. Works as a Project Manager, from execution planning to execution on the Preventive Solution activities.

  • Create an execution plan on Preventive Solution, lead projects with cross-functional teams focused on the delivery of a program.
  • Reporting of program status update to JP Selling Partner Support leadership such as : Directors, Site Leaders, Functional Leaders and Sr. SX Manager.
  • 3. Receive questions from Selling Partner Support Operations related to Legal / Policy related matters and provide answers for them.

    4. Assisting ESPR Manager on creation of the Monthly Report to Country Manager and Selling Partner Support leadership.

    Overview about your organization :

    The Selling Partner Support is the organization in Amazon that provides world-class support to Amazon Sellers and Vendors.

    We consider the Sellers, Vendors, Brand Owner and Buyers are our Customers and help to eliminate their problems associated with selling their products in Amazon.

    ESPR Lead’s objectives

  • ESPR Account Manager is in a highly visible space from high level executives, business partners as well as the Site Operations as this role is responsible for understanding the issues, finding root-cause for prevention, connect with cross-functional teams.
  • ESPR Account Manager drives the Prevention project, identifies root causes of executive escalation case, create execution plan, and negotiates with cross-functional teams to improve Selling Partners’ pains in collaboration with departments across Amazon.
  • BASIC QUALIFICATIONS

  • Excellent written and verbal communication skills in both Vietnamese (native level) and English (business).
  • Ability to thrive and deliver result in a fast paced environment.
  • Attention to details and has problem solving / analytical skills and able to multi-task.
  • Ability to work in ambiguous situations, across organizational boundaries, and able to work independently to create a path forward.
  • Ability to work with other teams with positive and active attitude to resolve an issue.
  • PREFERRED QUALIFICATIONS

    Previous experience as an Escalations Account Manager would be an advantage.

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