Sr. C-ops Associate

Amazon is a multinational technology company with English as its core business language. CVs must be submitted in English in order to be eligible for consideration.
- High school diploma.
- 2+ years of experience in Customer Service and/or Back-Office corporate environments.
- Intermediate/advanced English proficiency (B2 level).
- Intermediate/advanced Portuguese proficiency (B2 level).

Job summary
This is a full-time, permanent, back-office, trilingual position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

At Amazon, we are working to be the most customer-centric company on earth, which encourages growth in a safe environment for both our associates and our customers. Amazon’s Product Assurance, Risk and Security (PARS) seeks to protect customers, associates and partners from unsafe products, provide technical expertise, pioneer innovative tech solutions to complex problems and deliver a world-class programmatic strategy to enable safe, compliant and efficient execution across our world-wide supply chain in an ever-changing environment. PARS seek to deliver on the above mandate, while all the time placing emphasis on improving the experience for Amazon’s Selling Partners for they products they sell via Amazon.

This job role will be based within the rapidly expanding Chemical Safety and Compliance (CSC) program, which forms a key pillars of the overall PARS organisation. CSC has a mission to protect the health of associates, customers and supply chain partners by innovatively identifying hazardous chemical products across an ever-expanding catalogue, executing internal and external mechanisms to gather required compliance requirements and improving the Selling Partner Experience through implementing tech solutions to ambiguous challenges; taken together, this allows CSC to provide credible information to enable safe handling, storage, transport, usage and disposal of hazardous products across the worldwide Amazon network.

The H3SC Compliance teams ensure Amazon transactions satisfy legal and safety requirements in accordance with guidelines set by regulatory bodies. The core task of Compliance Operations (C-Ops) is classification of ASINs through several methods; including Rule Writing, Manually reviewing each ASIN and using Customer feedback as a source of input for programs like Product and Food Safety, as well as ensuring transactions meet required documentation for trade purposes.
This ensures that Amazon sells legally compliant products that are safe for customers, storage and transportation. We coordinate the identification of potential risks of the items offered in the Amazon Catalog, and that appropriate actions are taken to eliminate any safety hazards for customers. This covers both local, international and internal policies in place.

Your job responsibilities as a Senior Compliance Associate may include:

- Ensure that imported products have been tested in certified laboratories and that they comply with the legal requirements of the importing country.
- Verify all imported products have been properly entered into the destination countr.
- Classify products based on their potential hazardous risk, for safe storage and transportation based on SOP, vendor SDS and reliable information in compliance to global regulation.
- Remove from marketplaces or escalate unsafe products to protect customer.
- Identify and remove from the website products that violate our Restricted Products policies and proactively satisfy Amazon’s regulatory obligations for these products.
- Provide classification for complex ASINs that are blocked based on Ingredients, regulatory expertise and guidelines
- Trouble shoot issues w.r.t transport & storage classification and instruct Fulfillment centers to enable smooth inbound & outbound processes of hazmat flagged products
- Provide guidance to Fulfillment centers on hazmat classification and configuration issues.

In addition to the core responsibilities listed above, you will be expected to take on a larger organizational role. These can include tasks such as:

- Identification & implementation of improvement opportunities/automation to enhance process efficiency, quality and customer experience with measurable impact
- Responsible for quality, root cause analysis on process & quality gaps and recommend corrective actions
- Training and mentoring new hires and other associates, suggests improvements to training
- Creation and maintenance of SOPs and owns process updates
- Understanding of metrics, deep dive on KPIs, troubleshooting on reports and multiple data sources
- Flagging any updates received from stakeholders on process to Lead/Manager
- Active participation in stakeholder calls, leading and documenting the discussions
- Conduct feedback sessions, Training need identification (TNI) and maintenance of quality records and docume