Sr. GAR Subject Matter Expert , Amazon Collect GAR Subject Matter Expert

The Global Accounts Receivable (GAR) team is seeking passionate and energetic AR Subject Matter Experts to help achieve our vision to provide world-class Order-to-Cash (O2C) experience to our Customers in support of Amazon’s journey to become earth’s most customer-centric company.

GAR SMEs play a critical role in enabling the Global AR Operations vision and strategy. You do so by ensuring that policies, procedures and technology are correctly deployed, understood and adopted while providing the front-line AR Teams (Collections, Cash Application, Customer Maintenance, etc.) with the training and day to day support needed to operate smoothly and effectively. Your typical day involves troubleshooting issues and answering questions from front line employees, preparing and delivering functional training sessions, reviewing trouble tickets, formulating tools improvement suggestions, writing and grooming user stories, conducting sample-based analysis, performing time studies, conducting UAT for new tools and features, providing feedback to tech teams and process owners, and more. You might require some overlap with the US shift.

The ability to self-organize and prioritize, handle multiple projects and initiatives at once, work to tight deadlines and earn the trust of stakeholders are critical to success in this role. The ideal candidate has deep AR operations subject matter expertise, experience in project management, excellent communication and training skills, experience gathering and interpreting data, and an innate passion for process improvement and finance technology.

Key job responsibilities

• Become and be recognized as subject matter expert of AR policies, processes, procedures and tools.
• Manage onboarding of the new business channels launches/expansions onto AR tools; requirement gathering, configuration, UAT/PVT, go/no go decision, reporting and hyper care.
• Author, catalog and maintain up to date SOPs, process documents and desktop procedures for the tools.
• Work closely with front line managers and the training team to develop and maintain functional training documents for AR sub processes and functions (credit, collections, cash application, customer on-boarding and maintenance, billing, etc).
• Deliver functional training as part of new hire and ongoing L&D programs.
• Review trouble tickets raised by AR users, identify and address training gaps and escalate to product and tech teams as appropriate.
• Advocate and drive adoption of AR tools, provide reporting and insights and work with front line managers to address adoption gaps.
• Represent users’ needs to the tech teams and Global Process Owners by gathering feedback, and writing and grooming user stories.
• Represent the operations community in projects, launches and expansions.
• Write test scripts and conduct UAT for AR tools and features launches.
• Administration and super-user of AR tools.
• Conduct time studies and other efforts to measure the efficiency of the AR operations, the impact of process and tools improvements and to provide feedback to floor managers, product and tech organizations.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

Basic Qualifications

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. Amazon strives to be Earths most customer-centric company, Earths best employer, and Earths safest place to work. Customer reviews, 1-Click shopping, personalized recommendations, Prime, Fulfillment by Amazon, AWS, Kindle Direct Publishing, Kindle, Career Choice, Fire tablets, Fire TV, Amazon Echo, Alexa, Just Walk Out technology, Amazon Studios, and The Climate Pledge are some of the things pioneered by Amazon.