Program Specialist - Customer Service Operations

Program Specialist, Amazon Customer Service

Amazon's Network Control Center (NCC) owns real-time observability, situational awareness, and coordinated intervention across the network to rapidly detect and eliminate issues before the customer journey is degraded.

The Real-Time Remedies Execution (RTRE) function within NCC acts as the centralized communications liaison between Amazon's Recovery teams, Business teams, and Amazon's customers. The mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted by large-scale issues. RTRE team is responsible for communicating to millions of D2customers each year across more than 20+ languages and owns all bulk actions such as large-scale physical and digital order refunds, cancellations, and more.

Do you want to join a team focused on critical communication and incident recovery, and play a role in the decision-making processes that restore/retain customer trust? Are you a passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts, advocates across leadership, and business teams? Do you thrive in a culture where Customer Obsession and the Bias For Action are highly valued?

As a Program Specialist, you will play a key role on the team by managing stakeholders on large-scale customer-impacting issues, owning relationships with partner teams, validating data, investigating customer issues, and driving the communications process from creation to execution. You will also contribute to NCC's broader mission of detecting and resolving incidents before customers are impacted, collaborating across multiple teams within the network. You will be detail oriented and results driven to ensure flawless communication execution as well as ensure the needs of both the customers and the business are addressed. Outside of these day-to-day duties, Program Specialists will own and have to work on process improvements.

Key job responsibilities
1. Own and drive bulk recovery action for D2 customers, including data validation, stakeholder coordination, and flawless execution.
2. Publish customer-facing mass communications, independently assessing situations and advocating for the most customer-centric path forward.
3. Manage high-severity incidents by collaborating cross-functionally to mitigate risks to business, customer experience, and associate experience.
4. Serve as the liaison between business analyst teams, product teams, and recovery stakeholders on complex issues requiring data assistance or tooling alignment.
5. Execute high-impact mitigation actions using various tools while performing quality checks to ensure ideal customer outcomes.
6. Plan, prioritize, and deliver team-related projects, balancing day-to-day operations with longer-term improvement initiatives.
7. Identify process improvement opportunities, propose changes, and amend SOPs once approved.


A day in the life
Our team supports customers impacted by issues with Amazon's first-party products and services (Kindle, Echo, Appstore, Prime Video, etc.). We provide critical communications and take proactive actions to resolve their concerns, reducing the need for customers to contact customer service and improving their overall experience.

Program Specialists manage requests related to D2, collaborating one-to-one with requesting teams to identify optimal solutions for business POCs and impacted customers. Work varies daily - from stakeholder management and content creation to data handling. Once approved, specialists use various tools to execute large-scale actions: mass communications, push notifications, refunds, and order cancellations.

Basic Qualifications

- Bachelor's degree or equivalent, or experience driving internal cross-team collaboration
- Experience with MS Word, Excel, Access, and PowerPoint
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Work any shift pattern within the 24/7/365 operation including days, nights, holidays, and weekends

Preferred Qualifications

- Experience working with data and leveraging analytics to make decisions
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience managing multiple projects, prioritizing, planning, and managing time
- Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment
- Experience writing customer facing content at scale.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Experience Level

Senior Level