DESCRIPTION:
Global Real Estate and Facilities (GREF) is seeking an analytical and process-oriented analyst to help build and enhance our global support operations. This role will dive deep into our operational processes, analyze our data, and identify prospects to improve our service quality and customer experience. GREF supports Amazon's corporate offices across more than 60 countries and a workforce of 300,000+ employees. This position will help GREF drive operational efficiency through defect reduction, tool optimization, and partnership with our global service delivery teams.

Key job responsibilities
Implement standardized processes, policies, and best practices across all regions and functional programs
Maintain comprehensive support documentation, including standard operating procedures, user guides, and best practices
Analyze support metrics and customer feedback to identify trends and improvement opportunities
Administer the use of support tools and dashboards including managing additions and changes to configuration




Support the implementation of recent processes and tools across regions
Collaborate with cross-functional teams to gather requirements for tools, processes, and dashboards
Works with cross-functional teams including Regional Facilities Management and multiple 3P service providers

BASIC QUALIFICATIONS:
2+ years of program or project management experience
3+ years of driving process improvements experience
Bachelor's degree
Experience with customer support technologies (CRM, ticketing systems, digital communication channels)
Operations management or customer service experience

PREFERRED QUALIFICATIONS:
2+ years of driving process improvements experience
Experience using data and metrics to drive improvements
Experience in complex problem solving, and working in a tight schedule workplace
Experience implementing repeatable processes and driving automation or standardization

📌 Workplace Support Analyst, Gref Support Operations Pune (India)
🏢 Amazon Dev Center India - Hyderabad
📍 India