Program Specialist, Amazon Customer Service

About the Role

As a Program Specialist in Amazon's Network Control Center (NCC), you will play a key role in 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 be part of a team that supports customers impacted by issues with Amazon's first-party products and services, providing critical communications and taking proactive actions to resolve their concerns.

As a Program Specialist, you will be responsible for owning and driving bulk recovery actions for D2 customers, publishing customer-facing mass communications, and managing high-severity incidents by collaborating cross-functionally.

Key Responsibilities

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

Skills & Qualifications

• Bachelor's degree or equivalent, or experience driving internal cross-team collaboration.
• Experience with MS Excel, Word, SharePoint & 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.).
• Excellent 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 in a highly agile environment.
• Experience working with data and leveraging analytics to make decisions.

What You'll Learn

As a Program Specialist, you will have the opportunity to learn and grow in a dynamic and fast-paced environment, developing your skills in data analysis, communication, and project management.

You will work closely with cross-functional teams, including business analyst teams, product teams, and recovery stakeholders, to develop your ability to collaborate and communicate effectively.

Additionally, you will have the opportunity to work on process improvements and contribute to the broader mission of detecting and resolving incidents before customers are impacted.

Resume Tip

When applying for this role, be sure to highlight your experience with MS Excel, Word, and PowerPoint, as well as your ability to work with data and leverage analytics to make decisions.

Also, be sure to emphasize your excellent written and verbal communication skills, as well as your experience managing multiple projects and prioritizing tasks.

Finally, be prepared to provide specific examples of how you have used data analysis and communication skills to drive business outcomes in previous roles.