Description

The Support Operations Analyst owns the Policy Engine-the logic layer that determines resolution options across AC3 and self-service channels globally. This role ensures every policy update is accurate, safe, and delivered on time.

As the domain expert in concession policy logic and workflows, you will own policy changes from intake through deployment. You will manage the bug ticket queue, prioritizing fixes based on customer impact and business criticality. The role requires conducting deep policy logic analysis from identifying automation gaps to investigating fraud patterns while ensuring the system operates efficiently and securely.

You will control permissions access and maintain system security, balancing operational needs with risk management. During Office Hours, you will support stakeholders across the organization, resolving issues and providing guidance on policy logic and system capabilities. The role demands driving cross-functional initiatives with teams globally, translating business requirements into technical policy specifications.

Work in this role has immediate, measurable impact: correct policy logic enables seamless customer resolutions; errors create customer pain and operational burden. You will operate at the intersection of customer experience, policy accuracy, and system reliability and make decisions that affect how Amazon resolves customer issues worldwide.

Key job responsibilities
- Maintain and improve CS Concessions workflows globally (using DTree)
- Act as a point of contact for concession policy projects, working with internal and external stakeholders to ensure timely, safe execution
- Triage technical issues, drive root cause analysis, and expedite resolution of defects
- Conduct policy logic deep dives for internal and external teams
- Identify and implement process improvements, including adoption of AI tools to increase efficiency
- Dive deep into data to reduce costs and improve the associate experience

About the team
This role sits within CXP (Customer Experience Product) Concessions and CAP Tech, based in HYD13. The team owns the policy logic that determines every customer resolution globally—impacting millions of interactions daily across all CS channels and Amazon stores worldwide.
The team collaborates with program management in the UK, product teams in North America, and engineering in Hyderabad. Our policy-rules system directly affects customer experience at scale: correct policy logic enables seamless resolutions for millions of customers; incorrect logic creates immediate, measurable customer pain and operational burden.